Senior Support Engineer
Job Title
Senior Support Engineer
Team handling role
Yes
Department
Delivery & Operations
Travel required
RBD
Job location
Americas
Shift timings
Regular
Reporting to
Head of Delivery & Operations
Position type
Full Time
Why Us?
MACH is an innovator and leader in global monetization solutions. Their software optimizes and orchestrates critical inter-carrier business processes including data and financial clearing, network roaming, real-time campaign management, and interconnect solutions. MACH creates transformative communications solutions for today, tomorrow, and beyond, bridging wholesale and inter-carrier connectivity with roaming and clearing.
Collaboration and Innovation are at MACH’s core. Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values:
Open collaboration
Driving innovation
Customer commitment
Growth mindset
Deliver results
Please visit our website to know more about us - https://mach.com/
Profile Summary
The Senior Support Engineer is responsible for delivering exceptional technical support while acting as a trusted advisor to key customers. This role combines deep technical expertise with strong customer engagement, ensuring issues are resolved effectively, customers are supported proactively, and MACH solutions deliver maximum value.
A Day in the Life Senior Support Engineer:
Resolve complex technical issues across MACH platforms
Act as the primary technical point of contact for assigned customers
Proactively monitor customer environments and identify risks
Support onboarding, integration, and ongoing optimisation
Work closely with Product & R&D to escalate and resolve defects
Build strong relationships with customer technical and operational teams
Roles & Responsibilities
Provide L2/L3 technical support across MACH’s solutions (roaming, clearing, interconnect)
Act as Technical Account Manager for assigned customers, owning day-to-day technical relationship
Lead incident management and resolution, ensuring timely and high-quality outcomes
Perform root cause analysis (RCA) and implement preventative actions
Monitor system performance and proactively address potential issues
Support customer onboarding, integration, and configuration activities
Collaborate with Product & R&D to prioritise defects, improvements, and feature requests
Deliver technical guidance and best practices to customers
Maintain clear and regular customer communication on incidents, changes, and updates
Contribute to documentation, knowledge base, and continuous improvement initiatives
Key Success Measures
Incident resolution time and SLA adherence
Customer satisfaction and relationship strength
Reduction in repeat incidents and defects
Proactive issue identification and prevention
Quality of technical support and communication
Contribution to product improvement feedback loops
Experience & Background
5+ years in technical support, operations, or customer-facing engineering roles
Experience in telecom, SaaS, or platform-based solutions
Strong understanding of networking, integrations, APIs, or data processing systems
Experience dealing with enterprise customers and complex environments
Multi-year experience in Roaming industry, including GSMA & TADIG / BCE knowledge
Knowledge of Roaming wholesale workflow from CDR to settlement
Skills & Capabilities
Strong troubleshooting and problem-solving skills
Ability to manage high-severity incidents under pressure
Customer-facing skills with ability to build trust and credibility
Clear communication across technical and non-technical stakeholders
Strong understanding of systems, integrations, and data flows
Ability to prioritise and manage multiple customers/issues simultaneously
Proactive mindset with focus on continuous improvement
Familiarity with monitoring, ticketing, and incident management tools
What Makes You a Great Fit
You are both technically strong and customer-focused
You take ownership of issues end-to-end
You are proactive—not just reactive
You communicate clearly and confidently with customers
You thrive in a fast-paced, global environment
Limitation and Disclaimer:
The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.
In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.
Ready, set, apply!