Mobile Telecom Support Engineer

Mexico City /
Technology – Telecom /
/ On-site
OXIO is the first NeoTelco. We are building the world’s largest, most accessible, and insightful Telecom network. Our platform empowers anyone to spin up their own carrier from a browser, scaling and supporting you as you scale your network to millions of users.

We ensure that users and devices are connected, and stay connected wherever they go: Cross- country, carrier, or cellular technology. We help them pay less for mobile data. This technology is provided through our Carrier-as-a-Service platform: BrandVNO, a fully customizable telecom service. In addition, we enable clients of our service to extract the value from telecom data - enriching their customer experience, business intelligence, and product understanding in the many markets in which we operate.

We’re looking for a Mobile Support engineer to help grow our telecom team. This role will be hands on and you will work with our telecom team, core engineering team, and Level 1/2 customer support escalation groups, in order to monitor, troubleshoot, and properly escalate real-time core network or infrastructure issues that could affect customers.

Your role will be part of the telecom team within a dynamic and busy telecom company and will work alongside individuals who are highly experienced and experts in their field. This is a great opportunity for someone who wants to learn all about mobile telecom networks.

You will maintain and improve the OXIO’s network and provide technical support, fault investigation and troubleshooting of all issues on the network. You will keep the performance of our telecom network at optimum levels by ensuring that network/application problems are detected and corrected according to agreed KPI and SLA.
Key responsibilities :
- Good understanding of Mobile Networks 2G/3G/4G/5G
- Troubleshooting complex issues by analyzing end to end call traces in several protocols and interfaces (MAP, TCAP, RANAP, DIAMETER, SIP, GTP, GTPv2, S1AP, SGsAP,IuCS, IuPS, Gr, Gn/Gp, S6a, S11, S5/S8, Gm, Rx, Cx etc.)
- Troubleshooting International Roaming issues (voice and data) reported by outbound subscribers.
- Working together with worldwide mobile operator engineers to make live tests and perform analysis to find the root cause
- Creating on-demand dashboards to monitor specific metrics or to validate restoring of services after failures
- Technical support to NOC engineers to analyze and solve issues.
- Liase with MNOs to represent the telecom team on the country.
- Responsive to L3 telecom incidents, NOC hotline calls and emails
- Performs L3-level troubleshooting and resolves or escalates on telecom matters.
- Development of KPIs and other metrics to monitor key aspects in mobile network performance
- Development of training material related to signaling / troubleshooting / best practices
- Report and coordinate faults rectification with other operators and service providers
- Ability to troubleshoot, document, and assess proper escalation channel and team or group.
Key qualifications :
- 10+ years experience working in a telecom environment doing L3 support or similar roles
- Protocol signaling analysis and troubleshooting in different protocols and interfaces of 2G/3G/4G/VoLTE networks
- Analysis of signaling traces using Wireshark
- SS7 signaling network troubleshooting
- Proficiency with Grafana, Prometheus, ElasticSearch
- Basic Python / Linux / Bash knowledge
- Ability to work on a 24/7 on-call rotating roster
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Proficient English written and spoken
Our culture and team

At OXIO, we put our people first. Some of our core values and approaches include:

- Creating a fun environment that empowers you
- Thinking about how to do things better, not how its been done
- Show up for your team, be early, don’t whine or complain without a solution (Pete Carrol) 
- Everything has a DRI (Directly Responsible Individual) – ownership and accountability matter
- OKR’s at the bottom should reflect OKR’s at the top
- Don’t get stressed about the future not happening fast enough: you alone can help change it
- You have the power to change one of the most important and dominant industries in modern times
- Management must lead by example with work ethic, empathy, and high expectations
- Our success is built on our unique and disruptive products, provided not only to our enterprise customers, but also to their own customer base
- We are a diverse and inclusive organisation that values diverse points of view and opinions. We believe in empowering individuals, but also realize that team collaboration drives our business forward
- OXIO has a strong technology centric culture, starting with our CEO who has led 2 startups in the space into successful exits.
- Our organization is distributed with Headquarters in New York City and offices in Montreal, Mexico City and Sao Paulo
- Being global and distributed, English fluency ensures we can all communicate, but we place importance on understanding and embracing cultural diversity.


- Be a sub-100 team member at a fast growing start-up
- Have a big impact relative to a small role in larger tech organization
- Mentorship and improvement opportunities
- Career path and growth in individual contributor (IC) tracks as well as management tracks
- Competitive healthcare benefits according to country
- Competitive compensation and a stock option incentive program to ensure long term alignment within the company
- International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup