Service Operations Engineer I

Kore Wireless Canada Inc. • MT, MT

1d • Onsite

About The Position

The Service Operations Engineer I at KORE is responsible for managing and optimizing the company’s core network systems. This includes overseeing customer cellular connectivity, KORE’s connectivity partners, vendors, and roaming access networks supporting our engineering service level objectives. The engineer will also handle troubleshooting, incident management, maintenance, and monitoring performance of core network services, such as data, SMS, and voice.

This role requires a deep understanding of the technology stack, active collaboration with cross-functional teams, and a strong focus on operational excellence to support KORE products. You are tasked to ensure high levels of service availability, performance tuning, and troubleshooting across multiple systems while adhering to established network policies and procedures. It is an excellent opportunity to join KORE as we innovate and launch new services in line with emerging industry standards.

Collaborating closely with KORE’s Product, Support and Engineering teams, you will be required to maintain an outcome-focused mindset, excel in prioritization, and effectively manage stakeholder expectations. Your responsibilities will include fault diagnosis across a diverse range of IoT applications. Possessing a keen eye for detail and a methodical approach to problem-solving, you will leverage your technical expertise to thoroughly investigate issues, concisely articulate them, coordinate cross-functionally to drive resolutions, and produce comprehensive customer-facing guides and reports.

As a Service Operations Engineer I, you will progressively work with greater independence, actively contributing to the team’s success. You will be expected to lead technical investigations with supervision, demonstrating strong problem-solving skills and have a proactive approach to resolving network issues. You are actively contributing to daily operations, incident management, and ongoing maintenance of the core network, ensuring its integrity, high availability, and security.

Requirements

• Bachelor’s degree in engineering or equivalent experience.
• Demonstrated knowledge and understanding of wireless communications, preferably in international cellular roaming.
• 1-3 years of hands-on experience supporting and maintaining telecom systems, such as HSS, STP, DRA, and PGW.
• Demonstrated experience in using tools for tracing and monitoring such as Wireshark and Grafana and proficient in reading traces and call flows.
• Proficiency in protocols GSM, SS7, SIGTRAN, IP networking, Diameter protocol and GTP.
• Familiar with tools and applications related to router access, scripting/automation, and log searching.
• Familiarity with industry standards such as 3GPP, ETSI, GSMA, ISO and industry best practices.

Nice To Haves

• Ideally previous experience as a roaming engineer (IREG engineer).
• Familiarity with using Service Now, JIRA, Confluence applications
• Familiarity with virtualization technologies (e.g., VMware, OpenStack, Kubernetes) and cloud-native Packet Core solutions.
• Certifications such as CCNA are a plus.

Responsibilities

• Daily operations including customer specific cases, contributing to ITIL processes of high-quality standards.
• Troubleshoot and resolve complex network issues related to visited operator and customer cellular connectivity, mainly in roaming scenarios.
• Proactive monitoring of connectivity services.
• Provide ongoing network performance analysis and optimization to meet organizational requirements.
• Managing technical investigations, working with supervision, and collaborate effectively with cross-functional teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level