Key Responsibilities:

• Support
  • Provide direct, high-quality technical support to customers, ensuring timely issue resolution.
  • Maintain the software with the latest features, enhancements, and security patches.
  • Proactively monitor system performance in live environments to detect and address potential issues early.
  • Ensure all support activities meet defined service level agreements (SLAs).
  • Analyze and resolve network incidents, providing detailed root cause analysis and recommendations to prevent recurrence.
• Delivery
  • Implement and integrate solutions according to technical design specifications.
  • Ensure deployed software complies with all relevant security and regulatory standards.
  • Act as a liaison between customers and internal product development teams to facilitate feedback and improvements.
  • Deliver customer enablement by ensuring users are fully trained and confident in operating the mobile network software.

Core Technical Skills:

• Mobile Network Technologies: Knowledge of 4G (LTE), and emerging 5G architectures and protocols.
• Network Infrastructure: Knowledge of RAN (Radio Access Network), core network components (EPC, IMS), and transmission systems.
• Network Troubleshooting: Skilled in diagnosing and resolving hardware, software, and protocol-level issues using industry-standard tools (e.g., Wireshark, OSS platforms).
• Performance Monitoring: Use of KPIs, alarms, and analytics platforms to monitor and report network health and quality of service (QoS).
• Telecom Protocols: Knowledge of signaling protocols such as GTP, and S1AP.

Operational & Support Skills:

• Incident & Problem Management: Experienced in Level 2/3 support, root cause analysis (RCA), and coordinating with cross-functional teams to resolve complex issues.
• Change Management: Implementing and validating network configuration changes with minimal service disruption.
• Network Expansion Support: Assisting in site rollouts, integrations, and acceptance testing.
• Documentation & Reporting: Ability to produce detailed technical reports, logs, and support documentation for internal and client use.

Soft Skills:

• Analytical Thinking: Strong problem-solving abilities with attention to detail and structured troubleshooting methodology.
• Communication: Clear, concise communication with internal teams, vendors, and clients—both technical and non-technical.
• Team Collaboration: Able to work effectively in multidisciplinary teams in high-pressure environments.
• Adaptability: Keeps up with rapidly evolving telecom standards and technologies.

Other Skills (Optional/Preferred):

• Familiarity with scripting (Python, Bash) for task automation is a plus.

Language Skills:

• Proficiency in Spanish and English is a must.
• Other languages are a plus.