Technical support engineer (eSIM, SMS, Voice)

Role Focus: Hands-on technical support role responsible for device and eSIM provisioning readiness, activation troubleshooting, messaging and voice service operations. Executes assigned work within established operational frameworks, escalating complex or cross-domain issues to more senior technical personnel., · Provisioning & Activation Support - Troubleshoot eSIM/pSIM provisioning, activation, and entitlement failures using established runbooks; document findings and escalate unresolved or systemic issues.

· Messaging & Voicemail Operations - Triage 2nd 3rd tier level incident management associated with SMS / MMS delivery concerns including internal Amdocs Notification Manager (ANM ) for service and Marketing messaging concerns.

· Resiliency Testing Support - Participate in OCS/DRA resiliency test events; prepare lab connectivity, execute test scripts, and capture results for senior review.

· Documentation & Knowledge Base - Maintain MOPs, escalation matrices, technical clarification and troubleshooting guides; contribute content to the Network Community of Practice. Create and/or review knowledge articles for support teas as required for new initiatives and updates.

· Monitoring & Reporting - Coordinate building and maintaining dashboards and recurring reports for device, eSIM, messaging, and network-service KPIs; flag anomalies and trends.

· Incident Participation - Serve as a technical contributor on bridges; liaison to Cricket Incident Management team and AT&T Operations to represent Cricket, own ticket hygiene, timeline documentation, and follow-up action items.

Technology & Systems Familiarity (Ideal Candidate)

· eSIM / Device Domain

· eSIM architecture and GSMA SGP.22 remote SIM provisioning concepts; SM-DP+ / SM-DS

· Entitlement Configuration Server concepts; device entitlement & activation flows

· IMEI/TAC validation, device listing, OMA-DM / carrier bundle and config updates

· UICC/pSIM fundamentals, OTA SIM updates

· OEM device certification lifecycle and lab test execution

· Core Network & Charging

· Online Charging System (OCS) and Diameter Routing Agent (DRA)

· Diameter interfaces (Gy, Gx, S6a) and basic signaling flow interpretation

· IMS / VoLTE / VoNR call flows; SIP fundamentals

· 4G EPC and 5G SA/NSA core elements (MME/AMF, SGW/SMF, UPF, HSS/UDM)

· Messaging & Voice Services

· SMSC / MMSC, SMPP, RCS (Universal Profile / Jibe-based delivery)

· ServiceNow and AOTS for incident/change/problem management

· Torch, Kibana/Elasticsearch, Splunk, Grafana for log analysis and dashboarding

· Provisioning/order-management and subscriber-care systems used in your BU (e.g., Telegence/OPUS-type platforms - confirm the correct current system names with your BU)

· Ericsson RADCOM network tracing tool for Session, Packet layer evaluation familiarization

· Basic scripting for reporting/automation (Python, SQL, shell) - preferred, not required

Professional skills

· Strong written and verbal communication skills, with the ability to communicate effectively with technical teams, business partners, operations teams, and leadership.

· Strong troubleshooting mindset with a focus on identifying underlying technical issues rather than simply addressing symptoms.

· Curious and proactive, with a willingness to investigate potential problems instead of waiting for issues to be assigned.

· Able to identify opportunities to improve processes, service reliability, monitoring, and operational effectiveness.

· Ability to translate technical conditions and findings into clear explanations of potential business and subscriber impact.

· Comfortable working across multiple technical domains and collaborating with internal teams and external vendors during troubleshooting and incident resolution.

· Strong attention to documentation, follow-through, and operational discipline.

· Strong sense of ownership and operational curiosity, with a natural drive to investigate services or processes that are not performing as expected and help identify opportunities for improvement.