Job Description
Responsibilities
- Monitor, triage, and resolve escalated wireless service issues (voice, SMS, data, activation).
- Perform root cause analysis (RCA) across device, provisioning, OSS/BSS, and network domains.
- Analyze iOS and Android device logs to identify service and compatibility issues.
- Troubleshoot SIM and eSIM provisioning, activation failures, and service configuration problems.
- Collaborate with Mobile Network Operators (MNOs), MVNE partners, and device vendors to drive issue resolution.
- Serve as a technical escalation point for Tier 2/3 support and backend operations teams.
- Manage incidents using Jira and ServiceNow, including documentation and follow-through.
- Create operational reports on issue trends, volumes, and resolution metrics.
- Document triage workflows, known issues, and operational best practices.
- Support new device onboarding and MVNO compatibility efforts.
- Recommend process improvements to reduce recurring incidents and improve service stability.
Qualifications
- 10–15 years of hands-on experience in wireless or telecom operations.
- Strong understanding of MVNO operating models and carrier dependencies.
- Proven experience troubleshooting mobile device issues across:
- iOS
- Android
- Solid background in provisioning and activation workflows, including SIM and eSIM.
- Experience isolating issues across device, provisioning, OSS/BSS, and network layers.
- Hands-on experience with incident management tools such as Jira and ServiceNow.
- Strong analytical, troubleshooting, and communication skills.
- Comfortable working independently in a small, growing engineering team.
- Ability and willingness to work onsite in Philadelphia, 4 days per week.
- Prior experience supporting or working within an MVNO environment.
- Exposure to OSS/BSS platforms in an operational or support role.
- Experience working directly with carrier vendors, MVNEs, or OEMs.
- Previous experience as a technical lead or subject matter expert (SME).
- Bachelor’s degree in Telecommunications, Computer Science, or a related field (preferred but not required).
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