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Customer Support Engineer

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Customer Support Engineer

About the Role

We are looking for a Customer Support Engineer to be the frontline technical expert for our
Automated Testing Framework (ATF) product. You will contribute to the customer support
lifecycle — from first-line ticket analysis through to resolution — and you will contribute to the
ATF deployment and expansion projects for new and existing customers. This role combines
hands-on technical depth with strong customer-facing communication.

Responsibilities

Role 1 — Level-1 Customer Support (Customer Portal Handling)

• Monitor and manage all incoming customer tickets via the Segron ATF JIRA Support Portal.
• Perform Level-1 analysis on each ticket: investigate logs, reproduce issues, and identify root cause when resolution can be provided on Level-1.
• Resolve tickets independently by applying SW configuration, test case configuration, technical consultation, or direct customer guidance.
• In case of suspected SW bugs escalate the ticket to the Level-3 support team with full documentation of findings, reproduction steps, and relevant logs.
• Track ticket progress, maintain SLA compliance, and keep customers informed
throughout.

Role 2 — Customer Project Engineer (New Deployments & Expansions)

• Lead the technical delivery of ATF deployment projects for new customers from kickoff through project planning and project delivery to formal customer acceptance.
• Perform ATF solution installation configuration and integration activities
• Develop and configure initial ATF test cases tailored to the customer’s network environment and test requirements.
• Support feature activations, configuration changes, and new or modified test case development when customers order extensions or new functionalities.
• Act as the primary technical point of contact throughout the project lifecycle, ensuring smooth handover and high customer satisfaction at acceptance.
• Participate in regular customer review meetings to gather feedback, monitor satisfaction levels, and identify improvement opportunities for the ATF product and
support experience.

Required Qualifications

Technical
• Hands-on experience with ATF or similar telecom test automation platforms.
• Understanding of mobile network technologies (GSM, UMTS, LTE, VoLTE, 5G) and roaming/interconnect concepts.
• Ability to read and analyse SW logs, configuration files, and test reports.
• Experience with JIRA or equivalent ticketing systems.
• Familiarity with Robot Framework or scripting/automation tools is a plus. Soft Skills
• Strong customer communication skills — written and verbal (English required).
• Analytical mindset with a structured approach to troubleshooting.
• Self-directed with the ability to manage multiple tickets and project tasks in parallel.
• Willingness to travel for on-site customer deployments when required.

Others
• Employment relationship
• Position in Bratislava
• Full time, combination of home office and on-site
• Gross salary from 3.000 EUR (salary can be adjusted considering the seniority of the applicant)