Job Title: Sr. Telco Support Engineer (L3 Support)
Location: India Pune
Reports To: Manager of L3 Support, Application Deployment & DevOps
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 2G5G and LTE-M coverage from over 800 radio network operators300 of which are direct partnersacross 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 connectivityenabling a wide array of innovative cloud-based solutions.
What We're Looking For
We are looking for a highly skilled Telco 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, vendors, 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.
- Signaling protocols and troubleshooting of SS7 / MAP / CAP (e.g., SMS delivery failures, roaming attach/auth issues), and Diameter (e.g., S6a/S6d, Gy/Gx-related failures, policy/auth issues).
- 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.
Required Qualifications
Technical Skills
- Strong understanding of telecom networking and service operations
- Strong hands-on experience troubleshooting: SS7/MAP , Diameter
- Solid Linux skills (logs, networking, system troubleshooting).
- Experience with packet capture and analysis tools (Wireshark/tcpdump).
- Familiarity with monitoring and log platforms (e.g., Datadog, Grafana, Kibana/ELK, Prometheus, Splunk or equivalents).
Experience
- 37+ years in Telecom Support / NOC / Core Network / Service Assurance 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 with LTE/5G core, roaming hubs, signaling gateways (STP/DRA), HLR/HSS/UDM.
- Multi-IMSI provisioning/management experience in MVNO/MNO environments.
- Scripting/automation skills (Python/Bash).
- ITIL knowledge or experience with incident/change management processes.
- Exposure to cloud-based telecom deployments (Kubernetes, AWS/Azure/GCP).
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
