​This is a full-time, remote (United States) Senior Support Engineer role within the Operations Department at floLIVE, a company providing a groundbreaking, software-defined Connectivity Management Service for the global IoT landscape. This engineer will be responsible for solving Tier 2/Tier 3 connectivity problems in the highly specialized telecom domain, specifically related to mobile core networks and IoT devices.

• ​Location: Remote, United States.
• ​Experience: Minimum of 3 years of experience in similar positions.
• ​Shift Requirement: The position is part of a 24/7 team; Night shift availability is a must.
• ​Focus: Deep technical troubleshooting of connectivity issues, mobile core networks, IoT devices, SLA adherence, and extensive customer interaction.

​Key Responsibilities: Deep Technical Troubleshooting and Escalation

​The role requires leveraging deep expertise in telecom networks to resolve complex customer issues while ensuring high-quality service and clear documentation.

• ​Advanced Troubleshooting: Troubleshooting of deep technical issues and solving Tier 2/Tier 3 connectivity problems specifically within the telecom domain.
• ​Customer Interaction: Participate in troubleshooting sessions with customers and other floLIVE teams. Following up on technical queries and providing prompt feedback.
• ​SLA Adherence: Ensure all support activities strictly Follow agreed SLAs.
• ​Documentation and Improvement: Creating thorough documentation, as the team follows a strict documentation process. Must have a proven ability to learn new technologies and put them into practice (Improvement Focus).
• ​Communication: Capable of explaining technical issues and successes clearly to both team members and clients.

​Required Qualifications and Technical Expertise

​The candidate must possess deep knowledge of mobile core networks and telecom protocols to succeed in this specialized IoT role.

• ​Mobile Core Networks: Deep understanding of mobile core networks (2G/3G/4G/5G).
• ​Telecom Experience (Advantage): Experience with Telecom networks protocols and components, including HLR/HSS; GGSN/PGW; Diameter; GTP; SIGTRAN is an advantage.
• ​IoT Experience: Experience with solving IoT devices/Connectivity issues.
• ​Communication: Excellent communication skills (written and spoken English) and excellent customer relation expertise.
• ​Experience: Minimum of 3 years of experience in similar positions.