Lead Technical Support Engineer (BSS/Java: 8044)

A Global IT Service firm is seeking a highly skilled Lead Technical Support Engineer to join the Technology Platforms Division.
In this role, you will serve as the technical leader responsible for ensuring the stability, reliability, and continuous improvement of the Business Support Systems platforms.
You will lead critical incident resolution, drive root cause analysis, influence platform architecture, and mentor support engineers while collaborating closely with Product, Engineering, Infrastructure, and Network teams.

Responsibilities:
- Lead Critical Incident Resolution: Personally drive the resolution of high-severity, multi-system failures. Manage the end-to-end incident lifecycle, from initial triage and communication to post-incident review
- Deep-Dive Analysis: Conduct expert-level Root Cause Analysis (RCA) on persistent order failures, leveraging deep knowledge of logs, databases, APIs, and microservices to identify systemic architectural or integration flaws
- Strategic Problem Management: Champion problem management by translating technical findings into actionable recommendations for Engineering and Product teams
- Lead Continuous Improvement: Proactively identify operational bottlenecks and lead initiatives to optimize processes, reduce manual toil, and increase system reliability
- Architectural Influence: Provide strategic recommendations to Product and Engineering to influence future design, architecture, and feature enhancements
- Operational Excellence: Lead the design and implementation of scalable monitoring solutions (APM, synthetic transactions) to shift from reactive troubleshooting to proactive detection
- Automation: Drive the development and implementation of automation tools for data repair, diagnostics, and routine operational tasks
- Technical Mentorship: Provide expert guidance to L1/L2 support engineers, fostering a culture of technical rigor and career growth
- Team Management: Oversee incident backlogs, define key operational KPIs, conduct performance reviews, and ensure high standards in knowledge management (runbooks, documentation)
- Cross-Functional Liaison: Act as the primary technical SME, representing the support organization in architectural reviews and collaborating with Product, IT, and Network teams

Required skills
- 5+ years in Order Management / Billing platforms, with deep experience in solution design and operational support. Experience/knowledge of Telecom BSS platforms highly desirable
- Proficiency in Couchbase (N1QL, data modeling) and SQL; demonstrable experience with DevOps tools (Ansible, Jenkins, Docker, Kubernetes)
- Proven track record in leading complex RCAs and implementing preventative measures
- Exceptional ability to articulate complex technical issues to both executive stakeholders and engineering teams
- Proven experience defining and managing/leading projects
- Experience working with Japanese customers, strong organizational skills, and a commitment to ITSM methodologies (ServiceNow/Jira)


Why should you apply:
- This is a long-term opportunity with a chance to become a permanent employee 
- You will be working with international team members 
- Free breakfast, lunch and dinner at the cafeteria 


Company Details: 
A global company with a strong presence in multiple business areas. It has achieved sustained growth both domestically and internationally, including in the U.S. and Europe. The company boasts a diverse and international environment and is committed to equal opportunity, offering a wealth of career opportunities. Due to the diverse nature of our business, we handle a wide range of technologies! You can also choose the environment you are most comfortable with, such as Windows/Mac! Meals in the company cafeteria are also free. Our chefs are always coming up with new menu items, so you can enjoy your meal without getting bored!

Working hours: 9:00 - 17:30 (Mon-Fri)
Working Style: Hybrid (4 days in office, 1 day work from home)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits: Social insurance, DC Pension Plan, Transportation Fee, Skillhouse University, Test payback system, and more