Customer Support Engineer

Required Technical Skills and Experience

• 3–5 years of experience in telecom technical support, NOC, or connectivity platform environments.
• General understanding of mobile network fundamentals including 3G, 4G LTE, and basic 5G concepts.
•  Exposure to MNO and MVNO operational environments.
• Experience supporting SIM/eSIM platforms, OTA systems, or mobile provisioning environments is highly desirable.
• Familiarity with GSMA eSIM specifications such as SGP.02, SGP.22, and SGP.32 is a plus.
• Understanding of 3G, 4G, 5G Network Elements.
• Knowledge of IoT connectivity environments is a plus.
• Solid understanding of network and application protocols including HTTP, HTTPS, TLS/SSL, TCP/IP, DNS, SMPP, REST APIs, and client-server architectures.

Key Responsibilities

• Provide L1/L2 technical support for telecom connectivity platforms deployed in production environments.
• Support customers including MNOs, MVNOs, and IoT service providers.
• Troubleshoot incidents impacting SIM/eSIM provisioning and lifecycle management, OTA campaign execution, API integrations, certificate-based authentication, and mobile network connectivity flows.
• Perform root cause analysis using application and system logs, packet captures (pcap), API request and response analysis, and monitoring tools.
• Analyze traffic flows including HTTP, HTTPS, TLS/SSL, TCP/IP, DNS, SMPP, SNMP, and REST/SOAP APIs.
• Support secure communication troubleshooting including TLS handshakes, certificate validation issues, trust chain problems, and encrypted transport diagnostics.
• Manage the full incident lifecycle including ticket creation, prioritization, investigation, escalation, resolution, and closure.
• Support administrative activities related to service operations, including reporting, SLA tracking, customer communications, and coordination of maintenance activities.

$$ Somos una empresa comprometida con la igualdad de oportunidades. Fomentamos la diversidad en todas sus formas y cultivamos un entorno de trabajo inclusivo, libre de prejuicios, discriminación y acoso, donde todas las personas empleadas se sientan valoradas y parte de la comunidad. Damos la bienvenida a todas las candidaturas, independientemente de su sexo, edad, raza, origen étnico, procedencia social y cultural, religión, discapacidad u orientación sexual. 

 $$ Nayeli Gonzalez Diaz $$ nayeli.gonzalez@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=26841&career_ns=job_application