Synchronoss Technologies (Nasdaq: SNCR) builds software that empowers companies around the world to connect with their subscribers in trusted and meaningful ways. The company’s collection of products helps streamline networks, simplify onboarding, and engage subscribers to unleash new revenue streams, reduce costs and increase speed to market. Hundreds of millions of subscribers trust Synchronoss products to stay in sync with the people, services, and content they love. That’s why more than 1,500 talented Synchronoss employees worldwide strive each day to reimagine a world in sync

The Synchronoss Customer Support and Operations team, as part of the Customer Services organization, comprises a highly skilled group of engineers who are responsible for supporting and operating Synchronoss products and solutions for Synchronoss customers on a global basis.

• Provide Level 3 Application Support and Service Operations to Synchronoss managed services messaging customers as part of the support team for a major Tier-1 Telco in Europe.
• Serve as a technical expert within the team and assist and guide Application and Infrastructure Support L1-2 engineers in the execution of their duties and issue resolution. Watching over the customer satisfaction and quality of a managed services platform often requires a pro-active and hands-on attitude towards owning problems, getting them resolved and continuously and creatively looking for ways to pre-empt them in the future.
• Own and resolve technical issues, incidents, problems and service requests that may arise with any of the Synchronoss Messaging customers (ESP´s/T1-3 Telcos worldwide) both hosted and on-premise. Work issues to complete resolution to customer satisfaction and as per their Service Level Agreements. Maintain administration of the cases ensuring that case detail and status is accurate and up-to-date at all times.
• Log issues with Engineering and provide all reasonable data, including instructions on how to reproduce, and any assistance required by Engineering to investigate and develop fixes for bugs.
• Create knowledge base documentation for resolved issues and operational procedures where an existing document does not exist or the issue is not covered by product documentation.
• Write tools and scripts to assist in trouble-shooting and operational activities.
• Represent Support on the Product development lifecycle, ensuring correct product supportability and its readiness for production.
• Own the whole lifecycle of operational changes in customer environments from CR/ECR creation to implementation during maintenance windows, testing and validation.
• Technically engage in and often lead the technical resolution of crisis management situations. Raise issues that may result in a crisis management situation to management at the earliest opportunity.
• Install, configure and test new platforms and upgrades on laboratory and on production creating all the needed documentation (Method of Procedure, Architecture, Acceptance Test Docs, etc.).
• Travel to customer premises for meetings and to perform onsite work when needed.

• A scientific degree with at least 8 years of experience in the technical support arena in a software and/or Telco environment. Preferably in a multi-national company dealing with customers and colleagues around the world.
• Proven strong technical expertise in messaging technologies and protocols (SMTP, IMAP, DNS, HTTP, LDAP, etc.).
• Proven expertise in messaging Anti-Abuse technologies against malware, spam, viruses, phishing, DoS, bots and any type of online attacks: web application security, content filtering, reputation, DMARC, opportunistic TLS, authentication and all types of email security mechanisms.
• Strong practical Linux operations, administration and troubleshooting skills.
• Strong practical experience in scripting, databases (SQL and Cassandra) and networking
• Strong problem-solving skills and demonstrated ability to articulate and present technical solutions to address business problems.
• Strong interpersonal and communication skills, both written and verbal with the ability to develop and maintain strong working relationships at all levels both with the customer and internally.
• Demonstrated ability to work under pressure and manage critical situations and to influence without direct authority.
• Being politically astute with an understanding of commercial impact and principals.
• Being operationally driven with proven experience in a results-driven environment.
• Being customer focused and self-motivated and with strong teamwork skills and a flexible approach.
• Demonstration of Synchronoss core values (innovation, collaboration, excellence, accountability, integrity).