Lead investigation and resolution of service incidents.
Utilize internal tools, platforms, and APIs to diagnose technical issues.
Training & Mentorship
Train and mentor junior team members on troubleshooting techniques and tools.
Conduct internal workshops and knowledge-sharing sessions.
Customer Escalations & Engagement
Act 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 & Documentation
Develop and maintain internal knowledge base articles and technical guides.
Identify recurring issues and contribute to proactive support strategies.
Cross-Functional Collaboration
Work closely with internal teams on bugs and platform issues.
On-Call Support
Participate in rotating on-call schedule for critical after-hours support.
Manage incident response, documentation, and communications during on-call shifts.
Data Analysis & Reporting
Create 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 IP networking, Packet core, and Telecom protocols (e.g., TCP/IP, SIP, 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.
Fluent 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.
Our objective is to keep your organization and devices perpetually connected with innovative, high-quality, and scalable technology so that you can achieve your vision. We understand that you are looking for a long-term partner that meets your needs, technically and financially.
With our global distribution centers and dedicated account managers, we will make sure your technical setup and SIMs meet your deployment needs. With our 24/7 service team you’ll get the highest quality of around-the-clock service.
