Hitss Brasil

Level 2 Technical Support Engineer – Telecom, VAS & IoT

Hitss Brasil

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

AnsibleIoTJenkinsLinuxMySQLOraclePythonSQL

About the role

  • Perform advanced technical analysis and Level 2 troubleshooting of incidents in VAS and IoT environments.
  • Investigate and resolve issues related to telecommunications networks, systems, and applications.
  • Interact with customers, internal teams, partners, and service providers for diagnosis and resolution of incidents.
  • Lead and participate in technical bridge calls to collaboratively resolve critical incidents.
  • Implement temporary workarounds to minimize impact and ensure service continuity.
  • Work collaboratively with L1/NOC and L3 teams for escalation and resolution of complex issues.
  • Ensure compliance with customer-agreed SLAs by monitoring incidents and resolution timelines.
  • Support technical activities related to installation, configuration, and infrastructure support, including systems, virtual machines, and connectivity.
  • Prepare technical reports and participate in root cause analysis (RCA) of incidents.

Requirements

  • 3 to 5 years of experience in technical support, operations, or maintenance within telecommunications environments.
  • Experience managing and resolving technical incidents in critical environments.
  • Experience in VAS, IoT, or mobile network environments is a plus.
  • Bachelor's degree in Engineering, Telecommunications, Information Technology, or related fields.
  • Linux and/or Solaris operating systems
  • Shell scripting and basic automation
  • Programming or scripting in Python (advantageous)
  • Oracle or MySQL databases, with solid SQL knowledge
  • Telecommunications protocols such as GSM, SS7, SIGTRAN, and Diameter.
  • Knowledge of call flows and routing in Core/VAS networks (3G, 4G, or 5G).
  • Protocols such as MAP, CAMEL, INAP, GPRS, or SMPP.
  • Experience with CDR (Call Detail Records) and billing systems.
  • Technical tools such as Wireshark, Postman, Jenkins, and Ansible.
  • Knowledge of APIs and integration testing.
Benefits
  • Hybrid work model – approximately 3 days on-site and 2 days remote, depending on project needs.
  • All positions are open to candidates with disabilities; we promote gender and racial/ethnic equity.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical analysisLevel 2 troubleshootingLinuxSolarisShell scriptingPythonOracleMySQLSQLtelecommunications protocols
Soft Skills
customer interactioncollaborationincident resolutionleadershipcommunication
Certifications
Bachelor's degree in EngineeringBachelor's degree in TelecommunicationsBachelor's degree in Information Technology