Syniverse

Role Description The Associate Customer Training Specialist supports the design and delivery of customer-facing product training that helps customers onboard and adopt telecommunications/technology platforms effectively. This role focuses on creating and updating learning assets, delivering standard training sessions, and ensuring materials are clear, accurate, and ready for external use. Working under guidance from more experienced training team members, this role collaborates with SMEs, Support, and Customer Success to translate defined product workflows into role-based learning paths and practical job aids that reduce customer friction and increase self-sufficiency. Key Responsibilities - Deliver standard customer training sessions (virtual instructor-led and webinar formats) using established curricula and approved materials. - Support course development by updating decks, learner guides, job aids, FAQs, and quick-start documentation for external audiences. - Create and maintain short, task-based enablement content (microlearning, walkthroughs, short recordings) aligned to common customer workflows. - Assist with building knowledge checks and simple assessments tied to learning objectives. - Coordinate session logistics: scheduling, invites, attendance tracking, follow-up resources, and post-session surveys. - Collaborate with SMEs to validate content accuracy and incorporate feedback into revisions. - Tailor standard training modules to customer role/persona needs (admin vs operations vs technical user) within defined guidelines. - Capture and synthesize customer questions and training feedback; escalate gaps and recurring themes to senior trainers and product teams. - Maintain training content repositories and version control to ensure customers receive the latest approved materials. - Follow quality standards for external-facing content (brand, clarity, accessibility, and appropriate level of technical depth). Qualifications - Education: Bachelor’s degree in a technical field, education, communications, or equivalent practical experience. - Experience: 1–3 years in customer training, customer support, implementations, or enablement within technology/telecommunications/SaaS. - English and Spanish are a must. Requirements - Strong customer communication skills; able to explain concepts clearly and calmly. - Comfortable presenting in virtual environments and facilitating Q&A. - Detail-oriented with strong documentation discipline and follow-through. - Able to learn product workflows quickly and apply feedback constructively. - Collaborative mindset across Product, Support, and Customer Success. Benefits - Competitive total compensation. - Flexible/remote work. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description This role involves supporting the design, implementation, and operational aspects of SDDC initiatives at Syniverse. The Intermediate Senior Systems Engineer assists in product deployment and aligns with the Digital Transformation Initiative. Key Responsibilities - Work with senior engineers to gather technical requirements and support infrastructure architecture. - Assist in refining processes and code to improve the automation platform. - Handle trouble-tickets and liaise with vendor support organizations. - Support troubleshooting efforts with infrastructure and application development teams. - Contribute to RCA meetings and document findings. - Help develop KPI dashboards. - Assist in technical support for server, storage, and virtualization system changes. - Monitor and ensure stable performance of server, storage, and virtualization environments. - Maintain technical documentation and adhere to Syniverse change control policies. - Participate in on-call rotations for off-hours escalations. Qualifications - Bachelor’s degree in Computer Science, Information Systems, or a related field. - 5+ years of IT experience, with exposure to systems engineering. - Experience in application software development, particularly in Linux/Unix systems. - Practical skills in Linux/Unix systems administration. - Familiarity with scripting languages such as Java, JavaScript, and PowerShell. Requirements - Understanding of L2/L3 networking protocols and network design. - Experience with infrastructure automation and scripting. - Knowledge of automated workflows and blueprints. - Familiarity with RDBMS platforms and basic SQL operations. - Understanding of IAM concepts (AD/LDAP/OIM/MFA). - Exposure to DevOps tools like Ansible Tower/AWX, Puppet, and Jenkins. - Strong problem-solving skills and ability to work in a team environment. - Good communication skills (verbal and written). Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description The Customer Service Specialist I is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with troubleshooting and problem resolution. Key elements of this role include familiarity with Syniverse’s products and services, and the ability to quickly identify and address customer needs. Key Responsibilities - Analyze customer issues and questions, including inoperability or inaccessibility of a system, module, or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations. - Track customer reported problems following ticketing procedures. - Effectively work with internal resources and 2nd level support groups as needed for ticket resolution. - Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completion Dates. - Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction. - Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades. - Ensure individual/departmental objectives are met. - Complete various administrative activities (e.g. time reporting, email, vmx…). Qualifications - High school diploma or GED; a Bachelor’s degree in communication or business is preferred. - No prior experience required. - PC experience in a Windows operating environment with strong typing ability preferred. - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred. - Customer service experience preferred. - Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc.). Requirements - Excellent interpersonal, verbal, and written communications. - Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends, and holidays. - Ability to proactively anticipate customer needs and make recommendations to meet those needs. - Ability to work in a multiple shift environment covering 24 x 7 x 365. Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description The Associate Desktop Support role is an entry-level position focused on providing basic technical support and assistance to end users within the organization’s end user computing environment. This includes performing routine installations, initial troubleshooting, and maintenance of computers, printers, and related hardware and software under direct supervision. The role is designed to build foundational IT support skills and help develop the competencies necessary to advance into more senior desktop support positions. Key Responsibilities - Assist with installing, upgrading, and troubleshooting computers, printers, and authorized desktop applications - Respond to service desk tickets and provide first-level support for hardware, software, and peripheral devices - Escalate unresolved or complex issues to Desktop Support team members - Support routine maintenance and basic inventory tracking of hardware and software assets - Perform password resets and basic account administration under supervision - Help familiarize end users with basic device and software operation - Document support actions in the ticketing system - Participate in team meetings and training sessions to develop technical skills - Maintain awareness of organization’s IT standards and guidelines - Foster a positive customer experience through clear, respectful communication - Work with vendor support contacts for routine issues as directed - Support compliance with IT procedures and best practices Qualifications - BS in Computer Science, Information Systems, related field or equivalent work experience - 0–1 years of experience within a help desk to desktop support role - Pursuing or completed basic IT certifications (e.g., MSCA/MCSE) is a plus Requirements - Basic technical knowledge around the Microsoft Modern Workplace - Some working experience with the following Microsoft platforms or technologies: - Active Directory Domain Services - Microsoft Exchange 2010-2019 - Office 365 (Exchange Online, OneDrive for Business, SharePoint Online, Microsoft Teams) - Microsoft Intune (Mobile Device Management) - DNS - System Center Configuration Manager experience is a plus but not required - Microsoft Deployment Toolkit - Strong written and oral communication skills - Strong reporting and documentation skills - Strong time management and organizational skills - Ability to build relationships, influence, and execute strategic goals Benefits - Competitive total compensation - Flexible/remote work - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture

Role Description The Associate Operations Manager will be responsible for managing the primary functions performed within the Operations business unit. The key focus of this role includes: - Training and supervising employees - Reducing operational costs - Monitoring the department's compliance with operational policies - Keeping up-to-date with the progress of administrative duties To be successful in this role, the Operations Supervisor should have excellent leadership, project management, and administrative management skills. Qualifications - High School diploma or GED; preferred Bachelor's degree or equivalent work experience - 5+ Years of supervisory or leadership experience - Working knowledge of Project Management - Experience with MS Office products, proficient user of MS Excel and PowerPoint Requirements - Strong interpersonal, communication, coaching and leadership skills - Demonstrate problem-solving ability - Ability to handle confidential and sensitive matters with discretion - General accounting process application and finance terminology - Ability to handle multiple tasks simultaneously Benefits - Competitive total compensation - Flexible/remote work - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture

Role Description The Network Operations Center (NOC) Analyst is an entry level role responsible for providing support for Level 1 trouble isolation and repair for all Syniverse Global Networks, Products, Platforms, and Services. This role will work in a team environment and is accountable for providing resolution with sense of urgency and in correspondence with defined service level agreements. Key Responsibilities - Work as single point of contact for customer communications and escalations and ensures the performance of the network through monitoring of traffic, performance, and configuration. - Support the analysis, reporting, and action to resolve alerts generated by the internal surveillance tools. - Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs. - Provide follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements. - Conduct proper maintenance of systems and ascertain compliance with security, safety, and environmental guidelines. - Provide support to troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes. - Work closely with Tier-I counterparts to resolve and close events/incidents. - Provide input to shift reports and coordinate handover of incomplete activities to the oncoming shift. - Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model), operations of Network Monitoring Tools (e.g.: HP Network Node Manager, NetCool), and customer applications and components associated with each application. - Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC). Qualifications - No previous experience required. - Preferred Networking and Application Certifications from an accredited Trade School or Academy. - Preferred to have one or more of the following: Cisco Certified Entry Networking Technician (CCENT), Juniper Networks Certified Associate (JNCIA), Cisco Certified Network Associate (CCNA), ITIL v3 Foundations Certification. Requirements - Use of the English language in verbal and written communications is a requirement for this position. - Works in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues and is flexible to work beyond stipulated hours. - Exceptional customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients. Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description The Operations Analyst II is a full contributor, responsible for providing technical solutions to exceptionally difficult problems. As the mid level of support, this position will address day-to-day customer issues, application issues, problems and concerns that are more detailed in nature, requiring analysis and research. Key Responsibilities - Provide Technical support, determine the root cause of the problem(s), and find appropriate solutions. - Follow SLA guidelines including timely follow-up, escalation, and resolution of tickets on time. - Analyze metrics and identify the possible reasons for any achievements or deviations. - Participate in ticket review and ensure the appropriate solution is provided. - Create status reports on the activities performed as per management requirement. - Provide documentation on newly discovered solutions and develop production ready solution support scripts. - Provide continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate, and logs. - Provide application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs. - Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support. - Participate in new initiatives for providing technical solutions. - May support provisioning. Functional Disciplines - IOT: Ability to implement Discount and AA14 based IOT and do QC before moving tariff into production environment. Analyze the stopped file and take appropriate action. Respond to customer queries with detailed information and handle customer requests through SR. Daily processing of TAP files stopped due to tariff deviation. Interact with Customer support team and provide technical expertise to resolve critical customer queries. Update AA14 document for all Syniverse RMS customers and provide technical help to the customer. Facilitate UAT during migration of new customer. - IREG: Knowledge about Software testing (Writing test cases, test execution, test report). Awareness about the Mobile network communication, Architecture knowledge about GSMA, IREG standards. Ability to troubleshoot the network configuration issues and identify the problem. Thorough understanding on the tests required for Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G. Hands-on experience in Ticketing Tool. Thorough knowledge of MSC configuration. Knowledge about Probes, remote testing tools. - TADIG/CCA: Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G). Understanding of IOT, AA.14. Hands-on experience in TAP editor, TADIG standards. Hands-on experience on any industry standard TAP testing tools. Knowledge on billing & mediation. Knowledge on GSMA standards, specifically roaming. - CHS: Monitor the Clearing House System (CHS) processes to guarantee the smooth running of the entire production engine. Timely follow-up. Escalate and respond, so that no SLAs are missed and neither Syniverse nor Customer revenue is impacted. Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Raise disputes to other DCHs for wrong RAP files received, as per GSMA guidelines. Recycle erroneously rejected records. Report Software bugs to Technical Development. Track of new releases in GSM Industry. - TAP/RAP: Analysis of RAP/Tap files received from other Data Clearing Houses (DCH). Analysis of alarms raised by CH System during the validation of TAP/Rap files, problem identification and error handling. Raise and Handle disputes to other DCHs for wrong RAP files received. Report Software bugs to Technical Development. Monitor processes for RAP related applications (like RAPMGR). Provide input for the improvement of the RAP processes and cooperate with the team in developing new Clearing House applications (RAP related). Monitor the process of sending and receiving the Outstanding File Reports (OFR). Validate deviations reported in OFRs from other DCHs. Recycle erroneously rejected records. Track of new releases in GSM Industry. Monitor the Exchange rates, Tax rates, contact the other DCHs in case of wrong rates. - AA14/R21: Updating of the changes in AA14 and IR21. Handling DCH or FCH Changes between any DCH or FCH's providing updates to dependent teams and Creating Invitation for successful Migrations. Handling Tap Version changes and Creating Invitation to the dependent teams and Follow-up with them on the completion. Providing Input to IOT Team for the IOT Changes, as per AA14. Maintaining of the AA14's in Central Repository. Configuring Secure ID User in Database Net Op and OMA for Customers. Track of new releases in GSM Industry. - BCC: The primary responsibility is to monitor all operational issues/incidents through different monitoring tools, dashboards etc. and ensure all issues/incidents are restored within the agreed SLA by responding to internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers. - DATANET & TECHNOLOGY OPERATIONS: Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues. - DBA: Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle/Microsoft SQL Server. This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases. Environments supported include development, system test, UAT. - MNP HELPDESK: The primary responsibility is to log incidents through HPSM tools and ensure all issues/incidents are restored within the agreed SLA by responding to internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers. - MNP OPERATIONS: Ability to understand MNP product functions and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Perform seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of MNP production and disaster environment using HPOV and NNM alert monitoring tools. Qualifications - Bachelor degree in computer science, electronics or telecommunication or equivalent experience. - 2+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development. - Preferred Oracle certifications - OCP, OCA, SQL Server Certified Engineer. - Prior experience in Telecom Operations preferred. Additional Requirements - 24/7/365 helpdesk support, system monitoring, application support and willing to work in shift. - Ability to communicate status updates effectively to the project team and management. - Ability to work independently as well as in a team environment. - Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques. Benefits - Competitive total compensation. - Flexible/remote work. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description The Sr Network Support Engineer is responsible for supporting IP network infrastructures and assisting with the maintenance of hardware and software on the network. This role involves contributing to technical research and supporting improvement projects. Qualifications - 8+ years of relevant experience in Networking in the IT industry. - Cisco Certified Professional (CCNA/CCNP) - Preferred - Juniper Certified Professional (JNCIA/JNCIS) - Preferred - Expert knowledge of IP Networking Protocols (RIP, BGP, OSPF, EIGRP) - Expert knowledge of routers and router administration (Cisco/Juniper preferred) - Expert knowledge of LAN and WAN switching components (LAN switches, Access Nodes) - Expert knowledge of Checkpoint and Juniper Firewalls. - Expert knowledge and expertise on Site-to-Site IPSec VPN. - Expert knowledge of Cisco/Citrix Load Balancer configuration and troubleshooting. - Excellent analytical and problem-solving skills - Develop Procedure and Network Diagram Documentation and verifying network documentation against installed base. - Provide training or tutoring to new employees or other departments. Share knowledge and best practices with other personnel via knowledge base articles, tech talks. Requirements - Possess deep understanding of IP based Networks & associated technologies relevant to data center design & operations. - Provides technical problem resolution for network issues and performs troubleshooting, problem isolation and corrective action to restore service to Syniverse customers and partners; this may involve participating in a crisis bridge during and after business hours, esp. in a support role. - Participate in network engineering/optimization planning sessions and provides recommendations on improving network stability & performance. - Participate in inter-departmental meetings for service enhancement opportunities, tools development, and reporting enhancements. - Provides Technical expertise & consulting to internal and external customers. - Ensures reported issues and service interruptions are addressed within severity level guidelines. - Excellent oral and written communication skills - Communicate with Network Operations Center & Customer Service Hotline for information gathering, customer status updates during trouble resolution. - Works closely with customer’s technical resources and management to resolve issues; provide updates and information as necessary to all levels of management. Benefits - Competitive total compensation - Flexible/remote work - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture

Role Description The Customer Service Specialist II is the Syniverse customer point of contact for first level support for all products and services. This position will work with Syniverse customers to assist with troubleshooting and problem resolution. The Customer Service Specialist II will also play an integral part in assisting with various projects, implementations, and additional responsibilities as needed. This position will also play an integral part in assisting management in identifying trends in issues and identifying opportunities to improve our customer experience. - Analyze customer reported production issues and service requests, including inoperability or inaccessibility of a system, module, or function. - Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations. - Whenever possible, resolve customer requests without additional hand-off (First-touch resolution). Qualifications - High school diploma or GED; a Bachelor’s degree in communication or business is preferred or equivalent work experience. - 2+ years experience in telecommunications industry preferred. - 2+ years customer service experience preferred. - PC experience in a Windows operating environment with strong typing ability. Requirements - Excellent interpersonal, verbal and written communications. - Ability to prioritize and handle multiple tasks simultaneously. - Ability to work with minimal supervision and ability to work unsupervised during off-peak hours, weekends, and holidays. - Ability to proactively anticipate customer needs and make recommendations to meet those needs. - Ability to work in a multiple shift environment covering 24 x 7 x 365. Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

Role Description The Principal Product Manager, Platform & Design Systems will own the strategy, development, and execution of our global portal, design system, and frontend framework. This individual will define and evolve the core platform, ensuring it provides scalable, user-friendly solutions for internal teams and customers. The role involves close collaboration with engineering, design, and business stakeholders to create a unified, seamless experience across our products. Qualifications - 8+ years of Product Management experience, preferably in platform, design systems, or frontend frameworks. - Proven track record of driving platform adoption and delivering user-centric solutions. - Strong experience in design system governance and frontend development best practices. - Familiarity with data analytics and dashboards is a plus. - Strong analytical, organizational, and problem-solving skills. - Excellent communication and leadership abilities, with experience influencing cross-functional teams. Requirements - Define, execute, and maintain the product strategy for our global portal, design system, and frontend framework. - Develop and own the long-term roadmap, ensuring alignment with business goals and user needs. - Drive innovation by identifying gaps and opportunities to enhance the platform’s capabilities. - Partner with engineering, design, marketing, and sales teams to ensure alignment on platform objectives. - Act as a bridge between product managers, developers, and designers to ensure a cohesive approach to platform development. - Work closely with operations teams on release planning, customer communications, and incident management. - Oversee the development of customer-branded portals, ensuring a seamless and scalable approach to customization. - Manage and evolve the design system and frontend framework, setting standards for branding, structure, workflow, and functionality. - Establish governance processes for design system adoption and platform consistency across teams. - Champion a user-centric approach, conducting research and gathering insights to improve usability. - Track and analyze key performance indicators (KPIs) to measure platform effectiveness. - Ensure seamless API and integration management, supporting scalable interactions with third-party systems. - Identify deficiencies and opportunities to enhance the platform’s structure and usability. - Prioritize features that provide the most value to both internal teams and end-users. - Lead requirements grooming and roadmap planning, ensuring structured and efficient development. - Act as the evangelist for the platform, clearly articulating its value to key stakeholders. - Lead platform socialization efforts, including internal communications, steering committees, and customer outreach. - Develop and maintain comprehensive documentation and training materials for platform users. - Manage platform project financing, ensuring efficient allocation of resources. - Oversee administrative functions related to platform operations and governance. Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.