Senior Customer Support Engineer

You are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help clients anticipate what's next. Your offerings and proven solutions create a unique competitive advantage for clients by giving them the power to see beyond and rise above. - Provide technical support to external customers and ensure a great customer experience - Troubleshoot SaaS application issues related to software, APIs, connectivity, networks, and file transfers - Log and track customer issues in the case management system - Coordinate with internal development teams to resolve escalated issues - Document processes, FAQs, and share service updates - Work with cross-functional teams and participate in on-call support You should bring the following expertise: - B2B SaaS technical support with a strong customer focus - Troubleshooting application, network, API, and cloud issues - Knowledge of LTE/4G/5G, SS7, Diameter, SMPP, and carrier networks - Experience with logs, monitoring, and debugging tools - Strong customer communication, escalation handling, and documentation - Comfortable with 24x7 support and on-call rotations Persistent is dedicated to fostering diversity and inclusion in the workplace. They invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. They welcome diverse candidates from all backgrounds. If you are a person with disabilities and have specific requirements, please inform Persistent during the application process or at any time during your employment. Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. You are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help clients anticipate what's next. Your offerings and proven solutions create a unique competitive advantage for clients by giving them the power to see beyond and rise above. - Provide technical support to external customers and ensure a great customer experience - Troubleshoot SaaS application issues related to software, APIs, connectivity, networks, and file transfers - Log and track customer issues in the case management system - Coordinate with internal development teams to resolve escalated issues - Document processes, FAQs, and share service updates - Work with cross-functional teams and participate in on-call support You should bring the following expertise: - B2B SaaS technical support with a strong customer focus - Troubleshooting application, network, API, and cloud issues - Knowledge of LTE/4G/5G, SS7, Diameter, SMPP, and carrier networks - Experience with logs, monitoring, and debugging tools - Strong customer communication, escalation handling, and documentation - Comfortable with 24x7 support and on-call rotations Persistent is dedicated to fostering diversity and inclusion in the workplace. They invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. They welcome diverse candidates from all backgrounds. If you are a person with disabilities and have specific requirements, please inform Persistent during the application process or at any time during your employment. Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.