Technology Operation Support Engineer – BSS Specialist

Role Purpose

Why this role matters:

As a Technology Operations Support Specialist, you play a critical role in ensuring the stability and reliability of our day-to-day technology operations. Acting as the first line of defense, you are responsible for managing incoming incidents and service requests across our BSS and digital ecosystem. Your work directly impacts service continuity, customer experience, and operational efficiency, while enabling seamless coordination between engineering teams, vendors, and key stakeholders.

What success looks like:

• Timely and effective resolution of incidents with strong SLA adherence
• High system availability and minimal service disruptions across BSS and digital platforms
• Well-managed incident queues with clear prioritization and escalation handling
• Strong collaboration across internal teams (Customer Support, Product, Commercial, Engineering) and external vendors
• Continuous improvement through root cause analysis and reduction of recurring issues
• Accurate and up-to-date documentation ensuring knowledge continuity
• Proactive monitoring and automation of incident detection and alerts

Why this is for you:

This role is ideal for someone who thrives in fast-paced, operational environments and enjoys solving complex technical issues. If you are detail-oriented, proactive, and enjoy working cross-functionally with both technical and non-technical teams, this is an opportunity to make a direct impact on service quality and operational excellence within a growing telecom/digital ecosystem.

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Key Responsibilities

In this role, you will be responsible for:

Operations & Incident Management

• Serve as the primary contact point for incoming technical requests and incidents related to BSS and digital platforms (web, mobile apps, payments, activation, deactivation, user management)
• Assess, prioritize, and route issues to internal engineering teams or external vendors (including LATAM and Pakistan Engineering teams)
• Coordinate escalations with internal stakeholders such as Customer Support, Commercial, Product, and Digital teams
• Collaborate with external vendors and technology partners to resolve incidents in a timely manner
• Work closely with host Mobile Network Operators (MNOs) to address interconnect and service-related issues
• Monitor incident queues and ensure timely updates and SLA compliance
• Escalate and follow up on high-impact or unresolved issues using defined escalation frameworks
• Maintain detailed documentation of incidents, resolutions, and workarounds
• Support automation of incident detection and alerting mechanisms

Service Management & Reporting

• Ensure proper categorization, logging, and tracking of all support requests
• Collaborate with Engineering teams to identify root causes and implement long-term solutions
• Contribute to internal knowledge bases and operational playbooks, particularly for digital integrations
• Generate reports on incident volumes, SLA performance, and trends to support continuous improvement

Change Coordination & Communication

• Participate actively in the planning and coordination of BSS and digital platform changes, ensuring readiness of support mechanisms and clear stakeholder communication.
• Provide impact assessment, validation, and post-deployment support during change or release windows.
• Communicate known issues, outages, and service interruptions clearly with both technical and non-technical stakeholders.

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Qualifications & Attributes

We’re seeking someone who embodies the following:

Education:

Bachelor’s degree in Telecommunications, Computer Science, Information Systems, or related field (or equivalent experience)

Experience:

• 2–4 years of experience in technical support, NOC, or telecom operations
• Experience working with internal stakeholders such as Customer Support, Product, and Commercial teams
• Proven ability to manage escalations and collaborate with external vendors and MNOs
• Experience with incident management processes and ticketing tools (e.g., Jira, ServiceNow)

Technical Skills:

• Familiarity with telecom core systems (OSS/BSS, DPI, signaling, provisioning, mediation)
• Basic understanding of IP networks, system monitoring, and cloud environments (AWS preferred)
• Strong understanding of incident management workflows and service operations

Unique Attributes:

• Strong analytical and problem-solving skills
• Proactive, detail-oriented, and highly organized
• Excellent communication skills with ability to engage technical and non-technical stakeholders
• Ability to work in fast-paced, cross-functional environments

Languages:

• Fluency in English and Spanish (mandatory)

Additional Resources 

Learn more about Beyond ONE by exploring the following: 

• Beyond ONE Values 

• Beyond ONE LinkedIn Page 
• How Values Build Belonging, by our Group Chief People Officer 

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Our Hiring Process 

Here’s what you can expect during the interview process: 

1. Recruiter Chat:A conversation to understand your background, ambitions, and expectations. 
2. Hiring Manager Interview:A deep dive into the role, your experience, and how you could add value to our team. 
3. Feedback Loop:Depending on the role, you’ll meet with key stakeholders across the organization to get a 360° view of the role. 
4. Leadership Interview:For senior roles, expect a conversation with our leadership or CEO to align on vision and cultural fit. 

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Our Commitment to Feedback 

At Beyond ONE, we are dedicated to offering clear and constructive feedback throughout the interview process. If you reach the interview stage but aren't selected, we will provide feedback to help you understand what our team appreciated in your application and where we identified gaps. We believe offering thoughtful feedback is essential for building trust and fostering long-term relationships, even with candidates we may not hire.