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Customer Service Engineer - Mobile & Roaming
- Indiana, Pennsylvania, United States
- Indiana, Pennsylvania, United States
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About The Role The Mobile & Roaming Operations Engineer is responsible for monitoring, troubleshooting, and resolving signaling and roaming issues across SS7 and LTE/Diameter networks.
The role involves analyzing incidents from global customers, investigating SMS and roaming signaling flows, and ensuring network stability through proactive monitoring and collaboration with internal technical teams and international partners.
Incident Management & Operations
Manage incoming incidents and email requests from global customers and partners.
Identify, analyze, and resolve critical, medium, and low priority incidents related to signaling and roaming services.
Define escalation procedures and traffic overflow strategies during major outages.
Monitor roaming traffic and proactively detect potential service issues.
SS7 Signaling Operations
Identify and troubleshoot SS7-related cases such as SMS issues, link failures, SAI/UL signaling issues.
Investigate signaling traffic transiting through the STP.
Analyze complex SS7 traces including SMS control, steering, SMS roaming information.
Understand and troubleshoot SS7 call flows related to network attachment processes.
Manage GT-based routing and GT overflow scenarios.
Monitor SMS services including A2P and P2P traffic and detect problematic destinations or routes.
LTE / Diameter Signaling Operations
Identify and troubleshoot LTE signaling issues such as link failures, AIR/ULR related problems.
Analyze Diameter call flows for LTE attachment procedures.
Monitor LTE roaming signaling KPIs using analytical tools.
Use DSR Observer tools for configuration rules, traffic measurements, QoS monitoring by operator.
Understand and troubleshoot GTP-C signaling.
Business & Product Understanding Maintain a strong understanding of roaming product offerings and related business implications. Support service quality and ensure customer satisfaction through effective incident resolution.
Required Skills & Qualifications Technical Skills
Strong knowledge of SS7 signaling protocols and architecture.
Knowledge of LTE / 4G network architecture and Diameter signaling.
Experience with STP routing, links, and signaling troubleshooting.
Understanding of SMS architecture (A2P, P2P) and SMS routing.
Knowledge of GTP.
Familiarity with roaming architecture and international interconnects.
Experience Using Trace Analysis and Signaling Monitoring Tools Strong analytical and troubleshooting skills. Ability to coordinate with multiple global technical teams. Good communication skills for incident reporting and escalation. Understanding of business impact related to network services.
About You
Good network support knowledge and experience.
Service oriented, customer-focused with good customer service skills.
Good networking/communications background, interpersonal and time management skills.
Ability to work under pressure and deal with multiple tasks.
Proactive, self‑motivated, determined attitude and problem‑solving skills.
Able to cover flexible working hours/shift patterns as and when required (24/7).
Strong proven knowledge of the Network Operations environment, systems, protocols and services.
Excellent diagnostic and network troubleshooting skills.
Ability to understand, analyze and resolve problems quickly.
Good interpersonal skills and ability to communicate effectively at all levels and with all nationalities and cultures.
Proactive attitude to react quickly, work effectively in emergency situations under minimum supervision.
Self‑motivated and capable to work within a strong team environment is essential. Must be fluent in English language. Possession of French language is an asset but not a key requirement.
You bring a can‑do attitude, tackle challenges head‑on and challenge the status quo with new and innovative ideas.
What We Offer
Global Opportunities: Work in multi‑national teams with opportunity to collaborate with colleagues and customers from all over the world.
Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
Professional Development: training programs and upskilling/re‑skilling opportunities.
Career Growth: Internal growth and mobility opportunities within Orange.
Caring and Daring Culture: Health and well‑being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
Reward Programs: Employee Referral Program, Change Maker Awards.
Only Your Skills Matter Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled‑friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
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Sprachkenntnisse
- English
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