Senior Technical Support Engineer

<h3>Description</h3> <p><strong>Technical Support &amp; Troubleshooting</strong></p><ul><li>Lead investigation and resolution of service incidents.</li><li>Utilize internal tools, platforms, and APIs to diagnose technical issues.</li></ul><p><strong>Training &amp; Mentorship</strong></p><ul><li>Train and mentor junior team members on troubleshooting techniques and tools.</li><li>Conduct internal workshops and knowledge-sharing sessions.</li></ul><p><strong>Customer Escalations &amp; Engagement</strong></p><ul><li>Act as technical point of contact for escalated customer cases.</li><li>Collaborate with internal and external teams to resolve high-impact issues.</li><li>Attend client meetings to provide expert technical insights.</li><li>Ensure SLA adherence, customer communication, and incident transparency.</li><li>Perform root cause analysis and post-incident reporting.</li><li>Draft and maintain customer-facing incident notifications.</li></ul><p><strong>Continuous Improvement &amp; Documentation</strong></p><ul><li>Develop and maintain internal knowledge base articles and technical guides.</li><li>Identify recurring issues and contribute to proactive support strategies.</li></ul><p><strong>Cross-Functional Collaboration</strong></p><ul><li>Work closely with internal teams on bugs and platform issues.</li></ul><p><strong>On-Call Support</strong></p><ul><li>Participate in rotating on-call schedule for critical after-hours support.</li><li>Manage incident response, documentation, and communications during on-call shifts.</li></ul><p><strong>Data Analysis &amp; Reporting</strong></p><ul><li>Create support KPIs, SIM utilization, and incident reports.</li><li>Analysedata using Excel (pivot tables, advanced formulas) and Power BI.</li></ul><p><br/></p> <h3>Requirements</h3> <ul><li>5+ years in customer and technical support roles within a telecom, IoT, or network provider environment.</li><li>Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.</li><li>Completed or currently pursuing an education in telecommunications.</li><li>Strong understanding of IP networking, Packet core, and Telecom protocols (e.g., TCP/IP, SIP, GTP), and monitoring-tracing tools (e.g., Sigos, OSIX).</li><li>Hands-on experience with ticketing system (Zendesk) and monitoring platforms.</li><li>Candidates should be comfortable working with spreadsheets, formulas, and data analysis tools.</li><li>Fluent written and verbal English communication skills.</li><li>Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an on-call rotation as required.</li></ul> <h3>About Webbing</h3> <p>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.</p><p>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.</p> <h3>What we offer</h3> <ul><li>An exciting and challenging workplace with great skill and knowledge development opportunities.</li><li>The opportunity to join a team of highly professional specialists in an international environment.</li><li>The opportunity for professional development within a reputable international innovative and growing company.</li></ul><p><br/></p>