Technical Support Engineer III

What We’re Looking For:

Are you a problem-solver with a passion for customer service and a background in roaming technical support? Then our Roaming Technical Support Engineer position might be the perfect opportunity for you! As a Technical Support Engineer, you'll serve as a technical escalation point for roaming and satellite communication services. You will troubleshoot complex issues impacting roaming and core network services, work directly with internal teams, Service Partners, and roaming partners, and support the rollout and validation of new services. You will thrive in this role if you are a reliable, resourceful self-starter with the ability to multi-task and a strong sense of ownership and urgency.

What You’ll Do:

• Investigate and resolve advanced roaming, satellite, and network service issues (voice, SMS, data).
• Analyze SS7, Diameter, GTP, IPX, and IP networking traffic using diagnostic tools.
• Provide second- and third-level support for escalations from Customer Care on roaming and existing Iridium services.
• Perform IREG/International Roaming Testing and TADIG/Transferred Account Data Interchange Group testing for new roaming partners and service updates.
• Conduct product and service testing for alpha/beta trials and network changes.
• Validate configurations, routing updates, and service interoperability.
• Serve as technical contact for Service Partners, Value-Added Manufacturers, and roaming operators.
• Collaborate with engineering, network operations, and fraud teams to resolve issues.
• Train internal teams on new products, services, and troubleshooting methods.
• Track and report on roaming KPIs, performance, and incident trends.
• Document troubleshooting steps, configurations, and best practices.

What You’ll Need to Succeed:

• 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.

Things That Would be Great if You Brought to the Table:

• 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).

We’ll also need you to:

• Work hybrid, Monday - Friday, and be primary on-call contact to 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).