Senior Technical Support Engineer
4 days ago
Technical Support & Troubleshooting
- Lead investigation and resolution of service incidents.
- Utilize internal tools, platforms, and APIs to diagnose technical issues.
Training & Mentorship
- Train and mentor junior team members on troubleshooting techniques and tools.
- Conduct internal workshops and knowledge-sharing sessions.
Customer Escalations & Engagement
- Act as technical point of contact for escalated customer cases.
- Collaborate with internal and external teams to resolve high-impact issues.
- Attend client meetings to provide expert technical insights.
- Ensure SLA adherence, customer communication, and incident transparency.
- Perform root cause analysis and post-incident reporting.
- Draft and maintain customer-facing incident notifications.
Continuous Improvement & Documentation
- Develop and maintain internal knowledge base articles and technical guides.
- Identify recurring issues and contribute to proactive support strategies.
Cross-Functional Collaboration
- Work closely with internal teams on bugs and platform issues.
On-Call Support
- Participate in rotating on-call schedule for critical after-hours support.
- Manage incident response, documentation, and communications during on-call shifts.
Data Analysis & Reporting
- Create support KPIs, SIM utilization, and incident reports.
- Analysedata using Excel (pivot tables, advanced formulas) and Power BI.
Requirements:
- 5+ years in customer and technical support roles within a telecom, IoT, or network provider environment.
- Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
- Completed or currently pursuing an education in telecommunications.
- Strong understanding of Cellular networks, Telecom protocols (e.g.,Diameter, MAP, SIP and GTP), and monitoring-tracing tools (e.g., Sigos, OSIX).
- Hands-on experience with ticketing system (Zendesk) and monitoring platforms.
- Candidates should be comfortable working with spreadsheets, formulas, and data analysis tools.
- Knowledge of IP switching and routing protocol - an advantage
- Fluent written and verbal English communication skills.
- Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an on-call rotation as required.
About Webbing:
Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers' networks. Webbing's secured network delivers network protection and web content intelligence.
Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing's powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.
What we offer:
- An exciting and challenging workplace with great skill and knowledge development opportunities.
- The opportunity to join a team of highly professional specialists in an international environment.
- The opportunity for professional development within a reputable international innovative and growing company.
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