Senior Technical Support Engineer

About Telna

Telna provides Mobile Network Operators (MNOs), Communication Service Providers (CSPs), and Original Equipment Manufacturers (OEMs) with a fully managed global cellular connectivity platform. With access to the largest 2G–5G and LTE-M coverage from over 800 radio network operators—300 of which are direct partners—across 200 countries, Telna empowers seamless, high-performance connectivity worldwide.

Our global multi-network connectivity platform simplifies integration, offering localized break-out capabilities via cloud infrastructure. With a single integration into Telna’s platform, millions of devices are powered by resilient, multi-network connectivity—enabling a wide array of innovative cloud-based solutions.

What We’re Looking For

We are looking for a highly skilled OSS/BSS L3 Support Engineer to join our L3 Support team. This role is responsible for handling complex technical escalations, resolving high-severity incidents, and driving root cause analysis and permanent fixes across telecom services and network platforms. The L3 Engineer acts as the final technical escalation point for L1/L2 support and works closely with internal engineering teams, and external partners to ensure service stability and performance.

Key Responsibilities

- Own and resolve complex customer-impacting incidents (L3 escalations) across telecom OSS/BSS services. - Provide technical leadership during P1/P2 outages, ensuring rapid restoration and clear communication. - Perform advanced troubleshooting using logs, traces, KPIs, and monitoring tools to isolate faults. - Conduct deep root cause analysis (RCA) and produce clear documentation with corrective and preventive actions. - Drive permanent fixes in collaboration with Engineering, Product, Network, and Operations teams. - Serve as the escalation point for L1/L2 Support and provide guidance, training, and structured troubleshooting procedures. - Maintain and enhance knowledge base articles, runbooks, and troubleshooting guides. - Support change management activities and recommend improvements in monitoring, alerting, and operational tooling. - Participate in an on-call rotation, with the ability to promptly log in remotely and join incident triage sessions within minutes during on-call shifts.

While a solid understanding of Java and microservices is required to effectively troubleshoot complex issues, this role is not focused on feature development. The engineer will work closely with Engineering, DevOps, and Product teams to ensure high availability, performance, and operational readiness of systems.

Required Qualifications

Technical Skills

- Strong experience supporting applications built with Java (8/11/15+), Spring Boot, and REST APIs - Good understanding of microservices architecture and distributed systems from a production support standpoint. - Experience operating and supporting applications on AWS (EC2, S3, RDS, Lambda, CloudWatch, EKS, ElastiCache). - Strong knowledge of MySQL and at least one NoSQL database (MongoDB, DynamoDB, Apache Solr). - Experience supporting containerized workloads using Docker and Kubernetes. - Hands-on experience with logging and monitoring tools (Datadog, ELK, Prometheus, Grafana). - Proven expertise in advanced debugging, profiling, and resolving production issues. - Strong understanding of incident management processes and L3 support responsibilities. - Familiarity with CI/CD pipelines (Bitbucket, Jenkins, GitLab, GitHub Actions) from a deployment and support perspective.

Experience

- 3–7+ years in Enterprise or Telecom Application Support roles. - Proven experience handling L3 escalations and major incidents in production environments.

Soft Skills

- Strong communication skills with ability to explain complex issues clearly. - Ability to work under pressure during outages and lead technical resolution. - Highly organized and process-driven (incident handling, RCA writing, documentation).

Nice to Have

- Experience supporting systems using Kafka, ActiveMQ, or other messaging platforms. - Experience supporting high-availability, telecom, or OSS/BSS systems.

Why Join Us

- Contribute to the advancement of cutting-edge telecom technologies and infrastructure - Collaborate with a diverse, experienced, and multicultural team of engineers and industry professionals - Enjoy a flexible work environment with some remote work options - Receive a competitive salary and comprehensive benefits package - Grow your career through professional development opportunities and technical training