Offer summary

Qualifications:

Strong analytical and problem-solving skills are essential., Excellent written and verbal communication in English is required., Familiarity with monitoring tools and incident management platforms is necessary., Previous experience in a NOC, technical support, or telecom environment is a plus..

Key responsibilities:

Perform 24/7 monitoring of telco and business metrics using manual and automated tools.

Act as the first point of contact for L1 Customer Support Representatives and external partners during incidents.

Document and handle incidents and outages, including performing Root Cause Analysis (RCA).

Communicate with suppliers and providers to address issues, incidents, SLAs and operational updates.

Job description

About Airalo

Alo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect.

About you

We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.

About the Role

Position: Full-time / Employee

Location: Remote-first

Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits

We are looking for a proactive and detail-oriented NOC Engineer (Level 1) to join our team. In this role, you will monitor, maintain, and troubleshoot Airalo's telco and business operations around the clock. As the first line of defense, you will ensure network reliability, handle incidents, SLAs, and support our partners and internal teams in resolving technical issues efficiently.

Responsibilities:

Perform 24/7 monitoring of telco and business metrics using manual and automated tools.

Maintain strong coordination with internal and external stakeholders to uphold service reliability.

Conduct API and telco network health checks to ensure seamless operations.

Oversee eSIM stock levels and manage ordering processes, including technical tasks such as eSIM stock importing.

Act as the first point of contact for L1 Customer Support Representatives and external partners during incidents.

Initiate and monitor troubleshooting efforts to resolve issues promptly.

Document and handle incidents and outages, including performing Root Cause Analysis (RCA).

Communicate with suppliers and providers to address issues, incidents, SLAs and operational updates.

Manage processes for bundle/provider deactivation or reactivation.

Assist in the monthly financial reconciliation process with suppliers and providers.

Ensure accurate incident documentation for future reference and reporting.

Requirements:

Strong analytical and problem-solving skills.

Excellent written and verbal communication in English.

Strong attention to detail and ability to prioritize tasks in a high-pressure environment.

Ability to work rotating shifts to provide 24/7 coverage.

Familiarity with monitoring tools and incident management platforms.

Technical proficiency in:

Reading and interpreting technical logs.

Transferring and importing eSIM files.

Configuring visual dashboards using existing data points.

Designing new dashboards to monitor key network events.

Good-to-have:

Previous experience in a NOC, technical support, or telecom environment.

Understanding of APIs and network health monitoring.

Knowledge of eSIM technology and telecom operations.

Experience with incident documentation and RCA processes.

Prior experience in telecommunications or network infrastructure.

Prior knowledge of Mobile Core Network Monitoring

Familiarity with eSIM and GSMA technologies.

If you are interested in this position, please apply via the link.

Please note that our Engineering team works in the CET timezone, so candidates will need to reside in countries with the same time zone or similar to it and will need to already have permit to work in the country where they are based.

#LI-TE1

We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.

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