Telecommunication (Core Network) Support Engineer
Wellington, Wellington, New Zealand
6d ago

Metaswitch Networks (a Microsoft company) is the world’s leading cloud native communications software company, constructively disrupting the way in which service providers innovate, build and scale their communication services.

Our award-winning solutions power the networks for over 1,000 service provider and mobile operators.

The Customer Support team is a vital part of the overall Metaswitch organization. One of Metaswitch’s core values is to provide exceptional customer service and support, and our customers have consistently reported the exceptional quality of Metaswitch’s customer support as one of our key differentiators.

Beyond the usual support options installation, commissioning, and migration services, 24 / 7 maintenance support, training, and custom professional services Metaswitch brings an attitude that says our company’s success depends on our customers’ success.

We have built an envied, world class support organization in support of that mantra.

Successful candidates must be willing to travel to customer sites within the APAC region (post COVID-19). Occasional travel will be required to other regions for major conferences and meetings.

The role may require candidates to work some weekend days on a rotating shift pattern.


After an initial training period, successful candidates will work with customers on a wide range of tasks, including :

  • Assisting with turn up of new services, and migration of existing services from legacy platforms.
  • Assisting with resolution of any defects found in Microsoft and partner equipment and software.
  • Maintaining regular communication regarding all aspects of their Microsoft deployment.
  • Providing feedback to our Engineering and Product Management teams.
  • Occasionally travelling to customer sites, as part of these responsibilities.
  • We believe in hands-on training, so the successful candidate will very quickly find themselves working directly with our customers on large, complex projects that are vital to their business success.


    Qualifications / experience

  • At least 3+ years of experience working in the Telecoms industry in technical support roles
  • Strong technical skills and deep knowledge of IP, VoIP, IMS, VoLTE protocols, and troubleshooting communications networks
  • The ability to gather and analyse information to clarify issues or making decisions
  • An aptitude for understanding and solving complex problems
  • Energy, enthusiasm, versatility and creativity
  • The ability to quickly and self-sufficiently acquire new technical knowledge
  • An interest in carrier grade communications software
  • Excellent communication and interpersonal skills.
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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