QoS & Technical Support Specialist (Remote)

Employment Type: Full-Time (Employee) Location: Remote (Lebanon, Syria or Turkey) Department: Operations Experience: 5 Years About Azurreo Azurreo is an international technology and telecommunications services company with over 15 years of experience supporting telecom operators, enterprises, and technology providers across more than 25 countries. As part of our group, you'll also support SignalVerify , our global telecom testing platform operating in over 144 countries, helping customers monitor and validate the quality of their telecom services. Join a multicultural, remote team where collaboration, ownership, and continuous learning drive everything we do. About the Role We are looking for an experienced QoS & Technical Support Specialist to join our Operations team. In this role, you will monitor service quality, analyze QoS performance, troubleshoot customer issues, and coordinate with internal technical teams to ensure timely resolution. You will also serve as a technical point of contact for customers, providing clear communication and maintaining high service standards throughout the incident lifecycle. Key Responsibilities Monitor and analyze QoS KPIs, including packet loss, latency, jitter, throughput, and availability . Investigate service degradation and perform first-level technical troubleshooting. Manage customer incidents from reporting through resolution, ensuring SLA compliance. Coordinate with Engineering and Operations teams to resolve technical issues. Provide timely, professional updates to customers via email and other communication channels. Prepare incident reports, QoS reports, and technical documentation. Identify recurring issues and contribute to service improvement initiatives. Requirements Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related field. 5 years of experience in QoS, Service Assurance, Telecom Technical Support, Network Operations, or a similar role. Strong understanding of QoS KPIs (Packet Loss, Latency, Jitter, Throughput, Availability), TCP/IP networking , DNS and Internet connectivity & Root cause analysis and technical troubleshooting Experience with monitoring and ticketing tools. Experience supporting international customers in a technical environment. Excellent written and spoken English. Strong analytical, communication, and customer management skills. Ability to manage multiple priorities while working independently in a remote environment. What We Offer Competitive salary. Fully remote, full-time position: 9 AM to 6 PM local time + 1 hour break Company laptop and professional tools. Structured onboarding, technical training, and mentorship. Exposure to international customers and telecom projects. Career growth and performance-based salary reviews. Paid leave, public holidays, and overtime compensation when required. Friendly, collaborative, and multicultural work environment. Overtime: Fully compensated Required depending on operational needs May include coordination across time zones Why Join Azurreo? If you're passionate about telecommunications, enjoy solving technical challenges, and thrive in a customer-facing environment, you'll have the opportunity to work on global projects, develop your expertise, and grow your career within an international team.