Senior Technical Support Engineer

Technical Support & TroubleshootingLead investigation and resolution of service incidents.Utilize internal tools, platforms, and APIs to diagnose technical issues.Training & MentorshipTrain and mentor junior team members on troubleshooting techniques and tools.Conduct internal workshops and knowledge-sharing sessions.Customer Escalations & EngagementAct 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 & DocumentationDevelop and maintain internal knowledge base articles and technical guides.Identify recurring issues and contribute to proactive support strategies.Cross-Functional CollaborationWork closely with internal teams on bugs and platform issues.On-Call SupportParticipate in rotating on-call schedule for critical after-hours support.Manage incident response, documentation, and communications during on-call shifts.Data Analysis & ReportingCreate 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 advantageFluent 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.Salary level: 2000-2500 EUR grossSocial benefits200 EURO monthly Wolt food allowanceMedical insuranceFree mobile services with Tele2Car parking spotTeam events