HiringCafe
Posted 1mo ago

Customer Support Engineer (Mexico City, MX)

@ Giesecke+Devrient
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Mexico City, Mexico City, Mexico
OnsiteFull Time
Responsibilities:Provide support, Troubleshoot incidents, Analyze traffic
Requirements Summary:3-5 years in telecom technical support/NOC, understanding of mobile networks (3G/4G/5G), experience with SIM/eSIM/OTA, GSMA eSIM specs, network protocols (HTTP/HTTPS/TLS/TCP-IP/DNS/SMPP/REST), and incident management.
Technical Tools Mentioned:HTTP, HTTPS, TLS/SSL, TCP/IP, DNS, SMPP, REST APIs, SOAP, pcap
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Job Description

Required Technical Skills and Experience



  • 3–5 years of experience in telecom technical support, NOC, or connectivity platform environments.

  • General understanding of mobile network fundamentals including 3G, 4G LTE, and basic 5G concepts.

  •  Exposure to MNO and MVNO operational environments.

  • Experience supporting SIM/eSIM platforms, OTA systems, or mobile provisioning environments is highly desirable.

  • Familiarity with GSMA eSIM specifications such as SGP.02, SGP.22, and SGP.32 is a plus.

  • Understanding of 3G, 4G, 5G Network Elements.

  • Knowledge of IoT connectivity environments is a plus.

  • Solid understanding of network and application protocols including HTTP, HTTPS, TLS/SSL, TCP/IP, DNS, SMPP, REST APIs, and client-server architectures.


Key Responsibilities



  • Provide L1/L2 technical support for telecom connectivity platforms deployed in production environments.

  • Support customers including MNOs, MVNOs, and IoT service providers.

  • Troubleshoot incidents impacting SIM/eSIM provisioning and lifecycle management, OTA campaign execution, API integrations, certificate-based authentication, and mobile network connectivity flows.

  • Perform root cause analysis using application and system logs, packet captures (pcap), API request and response analysis, and monitoring tools.

  • Analyze traffic flows including HTTP, HTTPS, TLS/SSL, TCP/IP, DNS, SMPP, SNMP, and REST/SOAP APIs.

  • Support secure communication troubleshooting including TLS handshakes, certificate validation issues, trust chain problems, and encrypted transport diagnostics.

  • Manage the full incident lifecycle including ticket creation, prioritization, investigation, escalation, resolution, and closure.

  • Support administrative activities related to service operations, including reporting, SLA tracking, customer communications, and coordination of maintenance activities.

$$ Somos una empresa comprometida con la igualdad de oportunidades. Fomentamos la diversidad en todas sus formas y cultivamos un entorno de trabajo inclusivo, libre de prejuicios, discriminación y acoso, donde todas las personas empleadas se sientan valoradas y parte de la comunidad. Damos la bienvenida a todas las candidaturas, independientemente de su sexo, edad, raza, origen étnico, procedencia social y cultural, religión, discapacidad u orientación sexual. 


 $$ Nayeli Gonzalez Diaz $$ [email protected] $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=26841&career_ns=job_application