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Mobile Telecom Support Engineer



Customer Service
Mexico City, Mexico
Posted on Friday, March 17, 2023
OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.
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:

  • 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 signaling / 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 signaling 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 signaling traces using Wireshark
  • SS7 signaling 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

What We Offer:

  • Competitive salary and stock option incentive program
  • Company paid healthcare
  • An enjoyable work environment
  • OXIO has recently opened a new facility in Mexico City.
  • Flexible work arrangements
  • Company sponsored team-lunches and company retreats
  • International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup
  • A diverse and inclusive team.
  • We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics.