Support Engineer

We are looking for a Head of Support Engineering to lead a team responsible for the ongoing operation, troubleshooting, and development of our engineering network infrastructure.

This is a key leadership role within our Engineering Division, involving 24/7 technical support management, implementation of technological projects, and collaboration with internal teams and external vendors.

Job Description:

• Manage the Support Engineering Department, responsible for the ongoing operation, troubleshooting, upgrades, and development of the engineering network.
• Lead the provision of 24/7 technical support for all network-related activities, including managing fault events in network components.
• Implement technological projects, define monitoring methodologies, and drive the deployment and integration of existing and new technologies in the network.
• Promote professional development within the team, manage and expand the department's knowledge base, and lead knowledge transfer to operations and monitoring teams.
• Oversee training and certification programs for department personnel.
• Ensure operational readiness to support routine operations and edge-case scenarios, both within the department and across the engineering division.
• Conduct and lead training for operational teams and other departments.
• Manage interfaces with external vendors- oversee execution, coordinate, and manage work activities.
• Take responsibility for managing systems and services under the department's domain, including ongoing maintenance, upgrades, expansions, and defining and implementing maintenance policies.
• Manage tasks and supervise execution across all team members.
• Lead collaboration with other departments and units in the company, including setting policies and work methods for implementing network changes across the division.
• Achieve company and division goals, participate in and lead engineering division initiatives and projects.
• Define, manage, and continuously improve professional and managerial routines within the department.
• Analyze and optimize methods, tools, and work processes within the department and in its areas of influence.

Job Requirements:

• Proven managerial experience – direct or matrix management of technical teams.
• Relevant academic background and/or significant managerial and technological experience.
• In-depth knowledge of cellular network components.
• Excellent command of English – spoken, written, and technical English proficiency.
• Strong leadership skills, independent learning ability, and broad system-level perspective.
• Ability to motivate teams and collaborate across departments; excellent interpersonal skills.
• Capable of working in a high-pressure, multitasking environment and managing crises.
• Willingness to work non-standard hours and handle intensive workloads.
• Process-oriented and service-oriented thinking.
• Creative leadership, accountability, and a drive for continuous improvement.