NOC / L1 Support Specialist – Global Connectivity

About the role

As a NOC / L1 Support Specialist you will be the first line of defense for Holafly’s global connectivity platform, monitoring the MVNE infrastructure and resolving roaming technicalities. Your work directly supports the brand promise of uninterrupted data for travelers worldwide.

Key responsibilities

• Monitor service availability across global networks using Zabbix and promptly address technical anomalies.
• Diagnose and troubleshoot complex eSIM and roaming registration flows to restore traveler connectivity.
• Manage the SIM lifecycle, including APN configuration and IMSI/ICCID validation, ensuring seamless activation.
• Act as the technical bridge between Customer Service and L2 engineering, escalating critical incidents when needed.
• Document operational processes and technical workflows to build a scalable knowledge base.
• Track performance indicators and proactively identify potential connectivity bottlenecks.

Required profile

• Professional experience in a NOC, technical support, or telecommunications operations environment.
• Foundational knowledge of mobile network elements (4G/5G) and roaming concepts such as HSS, PGW, and APN settings.
• Technical curiosity for eSIM technologies and activation flows.
• Strong communication skills to convey technical issues to non‑technical stakeholders.
• Adaptability to thrive in a fast‑paced, scale‑up environment.

Required skills

• Zabbix monitoring platform
• eSIM activation and SM‑DP+ basics
• APN configuration
• IMSI and ICCID validation
• 4G/5G network fundamentals
• HSS and PGW knowledge
• Diameter (ULR/ULA) and MAP/SS7 protocols (nice‑to‑have)
• Jira or similar ticketing systems (nice‑to‑have)

What we offer

• Remote‑first culture focused on outcomes over hours.
• Flexible working schedule to support work‑life balance.
• Opportunities for growth in a blameless, collaborative environment that values ownership and continuous improvement.