QoS & Technical Support Specialist (Remote)

About the role

Azurreo is seeking an experienced QoS & Technical Support Specialist to join its Operations team remotely. You will be responsible for monitoring service quality, analysing performance metrics, troubleshooting customer issues and coordinating with internal technical teams to ensure timely resolution.

Key responsibilities

• Monitor and analyse QoS KPIs such as packet loss, latency, jitter, throughput and availability.
• Investigate service degradations and perform first‑level technical troubleshooting.
• Manage customer incidents from reporting through resolution while ensuring SLA compliance.
• Coordinate with Engineering and Operations teams to resolve technical problems.
• Provide professional updates to customers via email and other channels.
• Prepare incident, QoS and technical documentation reports.
• Identify recurring issues and contribute to service‑improvement initiatives.

Required profile

• Bachelor's degree in Telecommunications, Computer Science, IT, Engineering or a related field.
• Minimum 5 years of experience in QoS, Service Assurance, Telecom Technical Support or Network Operations.
• Strong understanding of QoS KPIs, TCP/IP networking, DNS and root‑cause analysis.
• Experience with monitoring and ticketing tools.
• Proven ability to support international customers in English.
• Excellent analytical, communication and customer‑management skills.
• Self‑motivated and able to manage multiple priorities in a remote environment.

Required skills

• Packet loss analysis
• Latency measurement
• Jitter analysis
• Throughput monitoring
• Availability monitoring
• TCP/IP networking
• DNS configuration and troubleshooting
• Root‑cause analysis
• Technical troubleshooting
• Monitoring tools
• Ticketing tools

What we offer

• Competitive salary
• Fully remote full‑time position (9 AM‑6 PM local time + 1 hour break)
• Company laptop and professional tools
• Structured onboarding, technical training and mentorship
• Exposure to international telecom projects
• Career growth with performance‑based salary reviews
• Paid leave, public holidays and overtime compensation
• Collaborative multicultural work environment