GMS is looking for a Level 2 Support Engineer responsible for operational support, troubleshooting, monitoring, and maintenance of a cloud-native Network APIs platform. This role serves as the primary technical interface between enterprise customers, telecom operators, platform engineering teams, and vendors, ensuring the reliable delivery of network API services.
Who We Are
GMS is the AI-driven communications solutions partner for Mobile Network Operators and Enterprises globally. Our vision is to become the leading creator of value in the communication world. Together with our clients we identify growth opportunities and co-create secure, engaging AI-driven communications solutions that build trust between brands and their audiences, enabling next-generation customer experiences. We are the strategic partner of choice, ready to greenlight tomorrow.
What You Will Do
- Provide operational support for Network APIs and associated platform services.
- Troubleshoot API consumption, authentication, authorization, connectivity, latency, and performance-related issues.
- Analyze application logs, platform events, monitoring alerts, CloudWatch logs, and Kubernetes pod health to identify root causes and restore service.
- Coordinate with telecom operators, enterprise customers, and internal technical teams to resolve incidents and service requests.
- Monitor platform availability, service health, API performance, and operational KPIs.
Support onboarding and integration activities for API consumers. - Execute routine operational activities including configuration updates, service validation, database backup and restoration, and environment health checks.
- Perform incident management, root cause analysis, and problem management activities.
- Maintain operational documentation, knowledge articles, troubleshooting guides, and runbooks.
- Participate in knowledge transfer activities and progressively assume ownership of platform operations.
What We Expect
Professional experience:
- 3+ years of experience in application support, API support, production operations, cloud operations, telecommunications support, or a related technical support role.
- Experience supporting API platforms, cloud-native applications, SaaS, telecommunications systems, or enterprise integrations.
- Fluent Mandarin (spoken and written) is required.
- Fluent English (spoken and written) is required.
- Ability to collaborate effectively with enterprise customers, telecom operators, vendors, and engineering teams.
- Customer-focused with a strong sense of ownership and accountability.
- Experience with carrier-grade, high-availability, or customer-facing production environments is a plus.
Technical skills:
- Strong knowledge of REST APIs, HTTP/HTTPS protocols, JSON payloads, and API troubleshooting.
- Understanding of API security, including OAuth 2.0, OpenID Connect (OIDC), JWT, and access token validation.
- Working knowledge of Linux administration and troubleshooting.
- Experience with AWS operational tools and cloud monitoring services, and a basic understanding of Docker, Kubernetes, containers, and microservices.
- Familiarity with API testing and diagnostic tools (Postman, curl, Swagger/OpenAPI, ping, traceroute, and network monitoring tools).
- Experience troubleshooting connectivity, DNS, SSL/TLS, certificates, routing, and latency issues.
- Basic database administration (backup, restore, data validation, and configuration).
- Basic knowledge of SQL, including data querying and validation.
- Experience with data backup and restoration, preparing data for audits, and supporting audit activities. Basic awareness of information security principles and best practices is also required.
- Knowledge of CAMARA APIs and GSMA Open Gateway initiatives.
- Understanding of API gateways, API lifecycle management, and API governance is preferred.
- Familiarity with telecom network exposure platforms and Network-as-a-Service (NaaS) concepts is a plus.
- Basic scripting and automation skills (Bash, Python, PowerShell) would be an advantage.
- Basic knowledge of Git and version control workflows would be an advantage.
- Ability to develop small utilities and diagnostic tools for testing, troubleshooting, and operational automation.
- Ability to develop lightweight scripts and tools to automate operational and testing activities.
- Basic software development skills for building troubleshooting and test utilities.
- Experience developing simple API testing and diagnostic tools using Python or Bash.
- Ability to create small automation scripts and utilities to improve operational efficiency.
What We Offer
- Multicultural & dynamic environment in a fast-growing worldwide business.
- One-of-a-kind company culture – a mixture of open mindset, high dedication, striving for success, and team spirit.
- Professional team that is committed and stands for the highest standards of performance.
- Our values – Integrity, Agility, and Commitment – are vivid in day-to-day company activities.
- Customer-oriented culture with high respect for both internal and external customers.
- Competitive salary and bonus system.
Join GMS
Fill the form below or send your CV and cover letter to jobs@gms.net.
We are looking forward to receiving your submission.
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