Application Engineer - UK

London, Great Britain (United Kingdom)

Join NetCracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Principal Duties and Responsibilities:

  • Work directly with application users and customer’s IT teams;
  • Provide timely and effective technical support for Netсracker's applications and/or products that are in commercial use by the customer – which may include the following activities:
    • Identify, analyze and troubleshoot technical issues;
    • Restore service and eliminate business impact, either by built-in system means or by providing workarounds using technical toolset (e.g. PL/SQL, code development, etc.);
    • Provide cost-effective solutions for issues within Netcracker software, ensuring SLA compliance;
    • Perform application operational tasks (e.g. billing run, user grants configuration, etc.);
    • Review and assess customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches;
    • Manage and monitor customer issue lifecycle within Netcracker organization;
    • Work with client’s and/or Netcracker’s ticket tracking portal;
  • Interact with all teams involved into support of complex multi-application systems (CRM, Provisioning, Integrations, Billing, etc.);
  • Follow incident and problem management processes (ITIL);
  • Work as part of the telecom service providers transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Support, Hosted or Remote Managed Services;
  • Work on-site at telecom operator premises as required to provide services for Production systems for varying periods of time;
  • Participate in customer meetings to ensure issue resolution;
  • Organize knowledge transfer between project and support teams;
  • Mentor and train new team members;

Experience and Requirements:

  • Higher technical education;
  • 2+ years of experience in technical support of software applications or products;
  • Knowledge in OSS/BSS solutions, including batch and real time billing products;
  • At least 1+ year of work experience with Application and DB environments (e.g. WebLogic server and Oracle server);
  • Consistently sound level of judgment and professional conduct;
  • Responsibility and focusing on results;
  • Good communication and interpersonal skills;
  • Knowledge of SQL for querying Oracle DB;
  • Strong troubleshooting and problem-solving skills; quick learner;
  • Spoken and written English (Spanish, German, Italian, French, Portuguese and Japanese will be considered as advantage);
  • Willingness and ability to travel;
  • Enterprise software, telecommunications or call center background;
  • Knowledge/experience in the following concepts and technologies: NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning;
  • Work experience with common ticket tracking systems such as JIRA, Remedy, etc.
  • Ability to read Java code;
  • Organizational and coordination skills;


  • Bachelor’s degree in related field


We are NetCracker, and we are focused forward

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