Support Engineer – North America

Network Support Engineer

This position is full-time remote.  The successful applicant must have eligibility to work in North America.

About Druid:

Druid Software is an innovative and dynamic organization developing 4G and 5G mobile network solutions for business users. Druid’s software is widely deployed globally, delivering enhanced mobile services and unified communications solutions for enterprises where employees require mobility.

Druid focuses heavily on employee training, development, and retention. Our staff are central to everything we do, they are creative, innovative & solution focused, dedicated to excellence in the design and development of services.

Job Summary:

Druid is seeking a talented Support Engineer to support and maintain leading-edge technology, 4G/5G networks and IP networking for our customers. Our technology platform is a software product that is deployed globally in mission & business-critical environments. Druid seeks someone who is passionate about high-quality software and the ability to support customers in all stages of the product life cycle. This position will be developing skills in cellular networks, IP Networks, Linux, and Python.

Due to the growing demand for our solutions, Druid is expanding its Support team, and an exciting opportunity exists to join our team of engineers, developing mobile network solutions. The successful candidate will play a key role in the development and support of solutions across multiple platforms as we expand into new territories and new markets.

Job duties include:

• Developing in-depth expertise of Druid’s Raemis platform and the various solutions offered by the company.
• Working as part of the support team, on several varying projects for Linux-based platforms.
• Identifying and setting up 4G/5G network environments designed for specific product needs.
• Providing technical support to customers to troubleshoot and resolve issues.
• Ownership of customer tickets, ensuring they are addressed in line with the company’s SLA’s, and escalating where appropriate.
• Participating in an on-call support rota as required.
• Performing and implementing site upgrades where required.

Essential Criteria

• This position requires a minimum of two or more years of IT experience in a Network support engineer role.

Experience must also include the following:

• Knowledge of networking such as IP, TCP, UDP, routing, firewalls, DHCP.
• Experience with network troubleshooting tools such as Wireshark.
• Excellent communication skills.
• Ability to maintain effective working relationships with a diverse customer base.
• Ability to work independently in a remote setting with limited supervision.
• Strong focus on ensuring a quality product and service will be delivered to our customers.

Desirable Criteria

• Experience in the telecommunication
• Knowledge in Linux OS e.g., Ubuntu, CentOS, Redhat/Rocky Linux.
• Experience with Linux-based development tools such as vim/emacs, valgrind, gdb.
• Interest in the network elements that make up 4G and/or 5G core, e.g. MME,HSS,IMS,PCRF,AMF,SMF,PGW, SGW, DRA, STP, etc. Must also be familiar with their associated interfaces and protocols, e.g., MAP, SS7/SIGTRAN, DIAMETER, GTP, CAP, S1AP, NGAP etc.
• Knowledge of python, BASH or other scripting languages.
• Experience with agile processes and associated tools e.g., JIRA, git.
• Experience of virtualisation environments such as VirtualBox, Docker, Kubernetes, etc