Technical Support Engineer III
$83,000–$108,000 year
HybridTempe, Arizona, United States
Job Summary
Investigate and resolve advanced roaming, satellite, and network service issues for voice, SMS, and data. Analyze SS7, Diameter, GTP, and IP traffic using diagnostic tools to provide second- and third-level support for escalations. Perform IREG and TADIG testing for new partners, validate configurations, and serve as the technical contact for Service Partners and roaming operators. Collaborate with engineering, network operations, and fraud teams while training internal staff and tracking roaming KPIs. This role requires a primary on-call presence in a 24x7x365 environment with up to 25% travel, situated in an office setting under a hybrid policy requiring three days per week on-site.
Required Qualifications
- Bachelor's degree in an engineering or a technical field, or equivalent work experience
- 5+ years of relevant experience in roaming operations, a Network Operations Center (NOC) network administration, support engineering, or telecommunications role
- Strong knowledge of GSM, UMTS, NB-IoT, LTE, 3GPP, and 5G mobile networks
- Experience with signaling protocols: SS7, Diameter, GTP, SIP, MAP, CAMEL
- Proficiency in Microsoft Word, PowerPoint, and Excel
- Strong communication skills, with the ability to clearly convey highly technical concepts to groups outside of your team or those who are unfamiliar with the topic
- Strong analytical and problem-solving abilities, with experience using tools like network analyzers, monitoring software, ticketing systems
- Be comfortable managing upward, including being a proactive communicator and asking for help when needed
- Have confidence and be able to establish valuable relationships with others
- Must be able to prioritize key tasks and have a strong sense of ownership over your work
- Be active in seeking ways to continuously improve yourself and gain new knowledge
- Be primary on-call contact and support a 24x7x365 environment
- Be able to travel up to 25%
- To comply with U.S. Government export control regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), applicants for this position must be U.S. citizens, U.S. lawful permanent residents, protected individuals as defined by 8 U.S.C. 1324b(a)(3)
Desired Qualifications
- Experience with AWS, Checkpoint Firewall, or SQL database administration
- Understanding of GSMA IR.21/IR.85 standards, 3GPP standards
- Roaming fraud prevention or revenue assurance experience
- Scripting or automation skills (Python, Shell)
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