Mobile Telecom Support Engineer

We’re looking for a Mobile Support engineer to help grow our telecom team. This role will be hands on and you will work with our telecom team, core engineering team, and Level 1/2 customer support escalation groups, in order to monitor, troubleshoot, and properly escalate real-time core network or infrastructure issues that could affect customers.

Your role will be part of the telecom team within a dynamic and busy telecom company and will work alongside individuals who are highly experienced and experts in their field. This is a great opportunity for someone who wants to learn all about mobile telecom networks.

You will maintain and improve the OXIO’s network and provide technical support, fault investigation and troubleshooting of all issues on the network. You will keep the performance of our telecom network at optimum levels by ensuring that network/application problems are detected and corrected according to agreed KPI and SLA.

Key responsibilities :

Technical

• Good understanding of Mobile Networks 2G/3G/4G/5G

• Troubleshooting complex issues by analyzing end to end call traces in several protocols and interfaces (MAP, TCAP, RANAP, DIAMETER, SIP, GTP, GTPv2, S1AP, SGsAP,IuCS, IuPS, Gr, Gn/Gp, S6a, S11, S5/S8, Gm, Rx, Cx etc.)

• Troubleshooting International Roaming issues (voice and data) reported by outbound subscribers.

• Working together with worldwide mobile operator engineers to make live tests and perform analysis to find the root cause

• Creating on-demand dashboards to monitor specific metrics or to validate restoring of services after failures

• Technical support to NOC engineers to analyze and solve issues.

• Liase with MNOs to represent the telecom team on the country.

Management

• Responsive to L3 telecom incidents, NOC hotline calls and emails

• Performs L3-level troubleshooting and resolves or escalates on telecom matters.

• Development of KPIs and other metrics to monitor key aspects in mobile network performance

• Development of training material related to signalling / troubleshooting / best practices

• Report and coordinate faults rectification with other operators and service providers

• Ability to troubleshoot, document, and assess proper escalation channel and team or group.

Key qualifications :

• 10+ years experience working in a telecom environment doing L3 support or similar roles

• Protocol signalling analysis and troubleshooting in different protocols and interfaces of 2G/3G/4G/VoLTE networks

• Solid understanding of OSI model and TCP/IP networking, both IPv4 and IPv6.

• Analysis of signalling traces using Wireshark

• SS7 signalling network troubleshooting

• Proficiency with Grafana, Prometheus, ElasticSearch

• Basic Python / Linux / Bash knowledge

• Ability to work on a 24/7 on-call rotating roster

• Excellent written and verbal communication skills

• Excellent interpersonal skills

• Proficient English written and spoken

OXIO is committed to fostering a diverse, equitable, and inclusive workplace where all employees feel valued and empowered. We believe that diversity in all its forms drives innovation and creativity, and we strive to create an environment that reflects and celebrates the unique backgrounds, perspectives, and talents of our employees. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to providing a work environment free from discrimination and harassment. We committed to ensuring that all qualified applicants have an equal opportunity to apply for job openings. If you need assistance or an accommodation due to a disability, please contact us at hr@oxio.io for more information.