Company OverviewHolafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.
We're not just connecting people—we're enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.
The RoleAs our NOC / L1 Support Specilist, you will be the first line of defense in ensuring global connectivity by monitoring our MVNE platform and resolving roaming technicalities. Your work directly impacts our brand promise of uninterrupted data, ensuring every traveler stays online regardless of their destination.
Key Responsibilities
- Monitor and maintain service availability across our global networks using platforms like Zabbix to identify and resolve technical anomalies.
- Diagnose and troubleshoot complex eSIM and roaming registration flows to ensure rapid restoration of traveler connectivity.
- Manage the SIM lifecycle, from APN configurations to IMSI/ICCID validation, ensuring seamless activation for all users.
- Collaborate across teams, acting as the technical bridge between Customer Service and L2 engineering to escalate critical incidents effectively.
- Document operational processes and technical workflows to build a robust knowledge base that scales with our rapid growth.
- Drive service quality by tracking performance indicators and proactively identifying potential connectivity bottlenecks before they affect users.
Qualifications
- Professional experience in a NOC, Technical Support, or Telecommunications operational environment.
- Foundational knowledge of mobile network elements (4G/5G) and roaming concepts like HSS, PGW, and APN settings.
- Technical curiosity for eSIM technologies, including activation flows and SM-DP+ basics.
- Strong communication skills, with the ability to translate technical issues into clear updates for non-technical stakeholders.
- Adaptability to thrive in a fast-paced, brave scale-up environment where quick learning is essential.
Nice-to-haves
- Basic understanding of Diameter (ULR/ULA) or MAP/SS7 protocols.
- Experience with Jira or similar enterprise ticketing systems.
Benefits & Perks
- Remote-first culture with a focus on outcome over hours.
- Flexible working schedule to support your work-life balance.
- The opportunity to grow within a blameless, collaborative environment that values ownership and continuous improvement.
