Platform Support Engineer - Iot

Platform Support Specialist

You will be part of the Platform Support team, responsible for troubleshooting customer network issues related to registration, voice, data, and SMS services across multiple products, including B2B, B2C, and IoT. You will also be involved in API troubleshooting for some of our largest customers.

You should be a well-organised individual who can manage multiple priorities and work independently while following direction from remote teams. A calm and analytical approach is essential, especially when handling challenging or unexpected situations. Being detail-oriented and committed to doing things right is key, as are strong interpersonal skills to build effective relationships across teams.

We're looking for someone who is proactive, motivated, and aligned with the broader goals of our operations. You should understand the impact your work has on the customer experience, particularly during incidents, and be able to connect day-to-day local activities with central management through clear communication and reporting. Flexibility and resilience in a fast-paced environment are a must.

Key Responsibilities

• Monitor and support CORE and RAN networks to ensure high availability and optimal performance.
• Monitor and support the API connectivity ecosystem to maintain high availability and performance.
• Troubleshoot service-impacting issues across Data and IoT devices, with some involvement in Voice and SMS services.
• Analyse and resolve network faults using tools and traces involving protocols such as SS7, MAP, ISUP, SIP, CAP, DIAMETER, and related telecom signalling stacks.
• Escalate and coordinate with vendors and engineering teams to resolve complex incidents.
• Participate in root cause analysis (RCA) of major incidents and contribute to the implementation of corrective actions.
• Support daily operations and incident management, ensuring compliance with SLAs.
• Create and maintain accurate documentation for procedures, configurations, and fault analyses.
• Collaborate with cross-functional teams, including Radio Planning, Core Engineering, and Customer Support.
• Stay up to date with network evolutions, including 5G, IoT ecosystems, and virtualisation trends.