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Platform Support Engineer New Paid Listing


Neuvo Canada


Waterloo, Canada


Aerospace / Aviation Engineering




Permanent | Full Time


As a Platform Support Engineer at LotusFlare, you will be involved with the technical support for customers’ platform requests. You will support customers with questions and configuration of the services provided by our DNO stack out of the cloud. You will also monitor and troubleshoot our platform, and provide a proactive assessment.

Who we are 

We are a product first company with headquarters in Silicon Valley and other offices around the globe. We are building the next-generation LotusFlare DNOâ„¢ stack for mobile operators, allowing them to scale and grow engagement channels with their subscribers.

We believe that by working at LotusFlare you have a unique opportunity to:

  • Grow on a personal level by picking up best practices and experience in software and product development.
  • Work with top engineering executives and engineers who proved themselves in companies like Facebook and Microsoft.
  • Make an impact on the lives of millions of people by making mobile internet more affordable and accessible.
  • We are looking for passionate people to join us and help us in disrupting the telco industry!


  • Deeply understand the product and provide technical responses to customers’ requests.
  • Identify, organize, and prioritize support requests, escalation, and follow-up with both external customer teams and Lotusflare engineering teams.
  • Troubleshoot and resolve support issues and incidents, debug server applications using the command line and analyze logs, traffic, configuration, and deployment changes.
  • Anomalies detection, reactive and proactive actions, product, and system metrics analysis; work closely with Grafana, Prometheus, Kibana, AWS CloudWatch.
  • Create a process or troubleshooting documentation in the support knowledge base.
  • Deeply understanding the product, provide a right angle to the issue that will be sent to the customer.
  • 24/7 monitoring (8-hour shifts, night/weekend — remote).
  • Minimum Requirements

  • Strong knowledge and practical experience in working with the Linux command-line interface (at least 12 months of experience in technical support/administration/troubleshooting/debugging).
  • Strong skills of log analysis from the command-line interface (parsing files and providing necessary data).
  • Confident user of Prometheus, Grafana, Kibana (Query language); able to analyze and summarize issues to make a brief summary for engineers.
  • Strong skills of troubleshooting and debugging Docker and Kubernetes enabled services (good theoretical knowledge and work experience) 
  • Strong theoretical and practical knowledge of network troubleshooting (TCP/IP, UDP, SMSC, JDiametre, Camel, etc.).
  • Strong skills of troubleshooting Web Servers (OpenResty)
  • Strong theoretical and practical knowledge of scripting languages and passion for automation (Bash, Python, Go, Lua, etc.).
  • Strong understanding of Casandra, Redis, ClickHouse, MySQL.
  • Strong theoretical and practical knowledge in AWS (EC2, S3, RDS, ELB/ALB, ElastiCache, Direct Connect, Route 53, Elastic IPs, etc.).
  • Understanding of CI/CD processes (Jenkins).
  • English — Excellent written and verbal skills.
  • To be willing to work with a night shift schedule (night and weekend shifts — work remotely).
  • Additional Requirements

  • Strong passion for technical customer support.
  • Being proactive and finding problems before they become issues.
  • Telecommunications experience with an understanding of billing systems, providing voice and data services.
  • Knowledge and ability to set up IPSec.
  • Practical experience in working with Git through the command line. 
  • Working knowledge of Jira and Confluence.
  • Be familiar with VoIP, VPN (Libreswane, OpenVPN), NAT, DNS, DHCP, CDR files, SFTP, Terraform.
  • Perks

  • Competitive salary package.
  • Yearly bonus.
  • Company stock options.
  • Training and workshops.
  • More About Us

    LotusFlare was founded in 2014 by 3 seasoned Facebookers with a common vision to make mobile more accessible and convenient for the users. Our solution is adopted by leading telecom providers and it lifts their product infrastructure into the digital age. We are replacing traditional business backends with an engagement centric dynamic product stack. Our cloud-native SaaS platform running on leading public clouds as well as supporting on-premise private and hybrid clouds is based on the latest technologies picked from the CNCF stack.

    LotusFlare is backed by leading investors including Social Capital and Google Ventures. LotusFlare provides a platform for telecom operators to create a 100% digital customer experience where subscribers can choose and port a mobile number, order SIMs, and devices, track shipping, choose and purchase plans, discover and consume content, pay bills, receive loyalty rewards, and access customer service. LotusFlare also provides a Growth platform to drive user acquisition, engagement, and monetization on digital products. LotusFlare's clients include leading companies such as T-Mobile, Verizon Wireless, Telenor, Ooredoo, Singtel, Maxis, Globe, LinkedIn, and Skype.

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