Senior Technical Support Engineer

Description

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 knowledgesharing sessions.

  • Customer Escalations & Engagement

    • Act as technical point of contact for escalated customer cases.
    • Collaborate with internal and external teams to resolve highimpact issues.
    • Attend client meetings to provide expert technical insights.
    • Ensure SLA adherence, customer communication, and incident transparency.
    • Perform root cause analysis and postincident reporting.
    • Draft and maintain customerfacing incident notifications.

    • Continuous Improvement & Documentation

      • Develop and maintain internal knowledge base articles and technical guides.
      • Identify recurring issues and contribute to proactive support strategies.

      • CrossFunctional Collaboration

        • Work closely with internal teams on bugs and platform issues.

        • OnCall Support

          • Participate in rotating oncall schedule for critical afterhours support.
          • Manage incident response, documentation, and communications during oncall shifts.

          • Data Analysis & Reporting

            • Create support KPIs, SIM utilization, and incident reports.
            • Analysedata using Excel (pivot tables, advanced formulas) and Power BI.

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              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 IP networking, Packet core, and Telecom protocols (e.g., TCPIP, SIP, GTP), and monitoringtracing tools (e.g., Sigos, OSIX).
              • Handson experience with ticketing system (Zendesk) and monitoring platforms.
              • Candidates should be comfortable working with spreadsheets, formulas, and data analysis tools.
              • Fluent written and verbal English communication skills.
              • Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an oncall rotation as required.
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                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. Webbings secured network delivers network protection and web content intelligence.

                Enterprise customers can manage, monitor, and optimize data usage in realtime with Webbings powerful software platform. Gain visibility by application type and have the power to white list applications and limit nonbusiness 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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