Senior Mobile Support Engineer

Enreach Labs; Málaga; On-site; EUR 55,000 - 78,000; Full time

Benefits offered by this job

Hybrid working arrangements

Office in Malaga

Competitive compensation

Job summary

Enreach is seeking a Senior Mobile Support Engineer to take ownership of mobile services, investigating incidents, identifying root causes, and driving long-term improvements. You will collaborate with Partner Contact Center, internal teams, and vendors, coaching others and shaping support processes.

This role offers autonomy, international collaboration, and a path to advanced technical leadership, with a hybrid setup in Malaga.

Qualifications

• 5+ years in technical support, operations, or service management.
• Experience in telecommunications, mobile services, VoIP, UCaaS, networking.
• Experience with incident analysis, ticket management, and escalation handling.
• Experience communicating with customers, partners, or stakeholders in a technical environment.
• Ability to explain complex technical concepts clearly.
• Proactive attitude towards knowledge sharing and documentation.
• Strong communication skills in English, written and spoken.

Responsibilities

• Investigate and resolve complex mobile service incidents and support requests from partners and MVNOs.
• Analyze recurring issues, ticket trends, and underlying root causes.
• Use logging, monitoring systems, and diagnostic tools to troubleshoot problems.
• Prioritize incidents and escalate to appropriate specialists.
• Monitor escalations and ensure follow-up and resolution.
• Support and coach support colleagues on technical matters.
• Ensure clear, complete ticket handling with focus on customer impact.
• Share knowledge and best practices with colleagues and partners.

Skills

Experience in telecommunications

Incident analysis

Ticket management

English communication

Knowledge sharing

Documentation and process improvement

Strong collaboration

Tools

Monitoring tools

Dashboards

KPI reporting

Job description

For our Mobile Business Unit, we are looking for an experienced Senior Mobile Support Engineer.

Are you a strong technical professional who enjoys solving complex challenges and improving services in a structural way? Do you thrive on investigating issues, finding root causes, and making sure similar problems are prevented in the future? Then this could be your next career step.

As a Senior Mobile Support Engineer, you will work with business-critical mobile communication services for partners and end customers. You will act as an important link between the Partner Contact Center, technical specialists, vendors, and other teams across Enreach. This role offers plenty of autonomy, technical ownership, and the opportunity to contribute directly to the quality and stability of our mobile services.

The Role

As a Senior Mobile Support Engineer, you are a key technical point of contact within our mobile operations. You investigate complex incidents, identify root causes, and coordinate the right solutions. Beyond resolving today's issues, you analyze trends and contribute to long-term service improvements.

You will collaborate closely with colleagues from our mobile business unit, the Partner Contact Center, internal technical teams, vendors, and international specialists. You will also support and coach colleagues within support teams and actively contribute to improving processes, documentation, and technical knowledge sharing.

Key Responsibilities

• Investigate and resolve complex mobile service incidents and support requests from partners and MVNOs.
• Analyze recurring issues, ticket trends, and underlying root causes.
• Use logging, monitoring systems, and diagnostic tools to troubleshoot technical problems efficiently.
• Prioritize incidents and ensure complex issues are escalated to the appropriate internal or external specialists.
• Monitor escalations and ensure effective follow-up and resolution.
• Support and coach support colleagues on technical matters.
• Ensure clear, complete, and timely ticket handling with a strong focus on customer impact.
• Share technical knowledge and best practices with colleagues, partners, and other teams.
• Create and improve documentation, work instructions, and known issue records.
• Identify trends, risks, and recurring service disruptions and bring them to the attention of relevant stakeholders.
• Participate in operational review meetings with partners regarding open tickets, escalations, and improvement opportunities.
• Collaborate with other business units and teams on technical improvements, changes, and projects.
• Contribute to the further development of support processes, tooling, and reporting.

Participation in an on-call rotation may be required as part of this role to help ensure the continuity of our services.

Who Are You?

You are an experienced engineer who enjoys tackling technical challenges and taking ownership. You are naturally curious and motivated to understand why something is not working, and you gain satisfaction from finding the right solution.

You do not need to be an expert in every mobile platform or telecom technology, but you have a solid technical foundation and the ability to quickly learn new technologies and concepts.

For us, your mindset and way of working are just as important as your technical expertise. You take initiative, think ahead, and feel responsible for the overall quality of our services.

What You Bring

• At least 5 years of experience in a technical support, operations, or service management role.
• Experience in telecommunications, mobile services, VoIP, UCaaS, networking, or a similar technical environment.
• Experience with incident analysis, ticket management, and escalation handling.
• Experience communicating with customers, partners, or stakeholders in a technical environment.
• Ability to explain complex technical concepts in a clear and understandable way.
• A proactive attitude towards knowledge sharing, documentation, and process improvement.
• Strong communication skills in English, written and spoken.

Personal Qualities

• Strong analytical and problem-solving skills.
• Ownership mentality and sense of responsibility.
• Ability to distinguish priorities from less critical issues.
• Structured and organized way of working.
• Excellent communication and collaboration skills.
• A team-oriented mindset and willingness to support others.
• Ability to work independently while knowing when to involve the right experts.
• A drive to improve support services, not just resolve individual incidents.

Nice to Have

Experience or knowledge of:

• Mobile telephony, roaming, mobile data, and voice services.
• IMS, SIP, and related network protocols.
• Monitoring tools, dashboards, and KPI reporting.
• Partner and B2B support environments.
• Incident, problem, and change management.
• Telecommunications or MVNO environments.

What We Offer

At Enreach, you will have the opportunity to apply your technical expertise within an important and growing part of our business. This role offers more than just solving technical problems; it gives you the chance to contribute to the ongoing professionalization of our mobile services.

You will work alongside experienced specialists and international colleagues, with plenty of room to take ownership and drive improvements. If you see a smarter, faster, or better way of doing things, we expect you to challenge the status quo and help shape the solution.

What you can expect:

• A senior technical role within a strategically important and growing business domain.
• Significant autonomy, ownership, and influence on improvement initiatives.
• Collaboration with experienced technical specialists and international teams.
• Direct impact on the quality, stability, and performance of our mobile services.
• Opportunities for continuous technical and personal development.
• An informal organization with short communication lines, technical depth, and an entrepreneurial culture.
• Hybrid working arrangements, combined with our office in Malaga.
• Competitive employment conditions aligned with your experience and seniority.

About Enreach

Enreach is a European provider of integrated communication and collaboration solutions for small and medium-sized businesses. With 1,000 employees across 20 offices in 11 countries, we support more than 2.6 million users.

Our mission is to seamlessly integrate all forms of communication to enable better collaboration. We offer a comprehensive portfolio ranging from business telephony to IT services. Innovative solutions such as Enreach Contact (UCaaS) and DialoX (AI) are delivered both through our partner network and directly to business customers.

Initiative, proactivity, and autonomy are highly valued within our organization. Since 2017, we have been inspired by Holacracy, creating a dynamic environment where no two days are the same.

Interested?

Would you like to apply your technical expertise within a growing mobile business and contribute to the quality, stability, and future development of our services? Do complex technical challenges energize you, and are you passionate about making support better every day?

We would love to hear from you.

For questions about this position, please contact:

Nisa Luis

[e-mail]