Inventory System Support Engineer (m/f/d)

MentorMate creates durable technical solutions that deliver digital transformation at scale by blending strategic insights and thoughtful design with brilliant engineering. With mature and established practices in enterprise web and mobile development, quality engineering, technical architecture, human-centered design, cloud, DevOps, data, and analytics, the company provides challenging careers in a friendly and global people-oriented environment. We value every team member and share our success through flexible working models, competitive pay and benefits, and advancement opportunities.

As part of global technology company Tietoevry Create, MentorMate enables people to work on impactful, global projects for recognizable brands and grow their careers in a team of over 10,000 experts.

Together with our sister company Infopulse, also part of Tietoevry Create, we are expanding our team in Bulgaria and will be looking for experts in the telecom industry. This collaboration aims to leverage our combined expertise to deliver exceptional digital transformation solutions in the telecommunications sector.

About the role

This project focuses on providing essential support and enhancements for the BICS inventory and service assurance system managed by Netcracker. Responsibilities include managing user support tickets, implementing technical fixes, and installing vendor updates. The team also develops PL/SQL scripts for data management, improves system monitoring using Nagios and ELK, and performs vital maintenance tasks. This role offers opportunities to grow in troubleshooting and independent problem-solving within a collaborative environment.

• Process user tickets: clarify the issues, ensure sufficient details are provided (screenshots, steps to reproduce). If the issue is a bug or an improvement request, open and follow-up a related ticket with the vendor
• Progressively learn from colleagues and acquire skills to fix a number of tickets independently
• Install fixes, patches, and new versions from the vendor
• Validate fixes by reproducing the issues as described in the tickets and ensuring the fix resolves them
• Develop load scripts in PL/SQL for bulk load of new data: work with users to define the approach, validate input data, and compare to how it is done in the UI
• Monitor the health of the system and improve monitoring when required (using Nagios and ELK)
• Perform maintenance operations on the system, including shutdowns and restarts to support sysadmin colleagues during activities like Linux and Oracle patching
• Create complex ad-hoc SQL queries and reports to retrieve information needed by users

• Experience of supporting a large third-party OSS system (like an inventory or billing system), with processing of tickets from end-users, opening tickets to the vendor, doing close follow up, installing patches, etc.
• Ability to work with Oracle databases (MUST) as a user: write advanced SQL queries, and familiarity with PL/SQL is a plus
• Ability to work on a Linux system as a user on the command line interface: navigate the file system, edit files with vi, understand basic shell scripts
• Experience in web applications maintenance: renewing HTTPS certificates, understanding load-balancing and reverse proxy concepts
• Knowledge and adherence to development best practices: versioning, documentation, testing

• Strong communication skills to interact with users, systematic approach to issue collection and follow-up
• Strong aptitude for rapid learning, with curiosity for the system and the business, and willingness to increase knowledge of the Netcracker inventory system, BICS-specific data model, and telecom technologies
• Fluency in English

• Familiarity with telecom technologies (IP, optical, signaling, voice) is a huge plus for understanding data models and interacting with users (mainly telecom engineers)
• Experience with Netcracker inventory and service assurance (SPM) modules
• Familiarity with setting up and maintaining Java application servers (preferred Weblogic)
• Python knowledge (for automating tasks and writing monitoring scripts)

• Professional Growth: Clear career path, vertical and horizontal advancement opportunities 
• Regular Salary Raises: Following the curve of your career path and performance
• Work Where You Want: Choose to work remotely, in-office, or a combination of the two
• Upskilling: Various trainings, knowledge sharing events, personal learning budget
• Incentive Programs: Rewards for referring employees, sharing knowledge, and more
• Additional Insurance: Attractive health and dental insurance packages 
• Extra Days Off: The longer you work with us, the more paid leave you get
• Transport & Leisure: Partial coverage of transport costs, sports passes, takeaway food
• Save for the Future: Set a retirement plan or start an investment program 
• Teambuilding: Enjoy team gatherings and communities of interest
• Giving to Others: Take part in various charity and volunteer activities
• Mental Wellness: Support with a counseling package if needed

MentorMate is a place of constant energy and personality. On the clock, we’re technology experts and leaders that bring passion and knowledge to every project. Off the clock, we’re an eclectic bunch of foodies, music buffs, artists, sports fanatics, karaoke pros, and outdoor enthusiasts.

Global leaders in digital consulting, design, and engineering services, MentorMate and Tietoevry Create are equal-opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.