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 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.