Level 2 Support Engineer – Network APIs Platform

As a Level 2 Support Engineer – Network APIs Platform , you will be responsible for supporting the day-to-day operation, troubleshooting, monitoring, and maintenance of GMS's cloud-native Network APIs platform.

You will work at the intersection of technology and customer operations, acting as a technical point of contact between enterprise customers, Mobile Network Operators, platform engineering teams, and technology partners across Mexico and the wider LATAM region.

This is a hands-on technical role with a strong focus on API troubleshooting, platform reliability, customer and vendor integrations, and operational support. You will also contribute to building internal Network API expertise and progressively take greater ownership of platform operations.

Fluent Spanish and English are required for this position.

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'll do

• Provide Level 2 operational support for Network APIs and related platform services.
• Troubleshoot API consumption, authentication, authorization, connectivity, latency, and performance issues.
• Analyse application logs, platform events, monitoring alerts, AWS CloudWatch logs, and Kubernetes pod health to identify root causes and restore services.
• Monitor platform availability, service health, API performance, and operational KPIs.
• Work with Mobile Network Operators, enterprise customers, vendors, and internal engineering teams to investigate and resolve incidents and service requests.
• Support customer and vendor onboarding, API integrations, testing, and service validation.
• Perform routine operational activities, including configuration updates, environment health checks, database backup and restoration, and data validation.
• Perform incident management, root cause analysis, and problem management activities.
• Develop and maintain operational documentation, troubleshooting guides, knowledge articles, and runbooks.
• Build lightweight scripts and diagnostic tools to support testing, troubleshooting, and operational automation.
• Participate in knowledge transfer activities and progressively assume greater ownership of Network API platform operations.

What we expect

• 3+ years of experience in application support, API support, production operations, cloud operations, telecommunications support, or a similar technical role.
• Hands-on experience supporting API platforms, cloud-native applications, SaaS platforms, telecommunications systems, or enterprise integrations.
• Strong understanding of REST APIs, HTTP/HTTPS, JSON, and API troubleshooting.
• Understanding of API authentication and security concepts, including OAuth 2.0, OpenID Connect (OIDC), JWT, and access token validation.
• Working knowledge of Linux administration and troubleshooting.
• Experience with cloud monitoring and operational tools, preferably within AWS, including CloudWatch or similar technologies.
• Basic understanding of Docker, Kubernetes, containers, microservices, and cloud-native environments.
• Experience with API testing and diagnostic tools such as Postman, curl, and Swagger/OpenAPI.
• Ability to troubleshoot connectivity, DNS, SSL/TLS certificates, routing, and latency issues.
• Basic knowledge of SQL, database operations, data validation, backup, and restoration.
• Basic scripting or automation skills using Python, Bash, PowerShell, or similar technologies.
• Ability to work effectively with enterprise customers, Mobile Network Operators, vendors, and engineering teams.
• Strong problem-solving skills, customer focus, and a high level of ownership and accountability.
• Fluent Spanish (spoken and written) is required.
• Fluent English (spoken and written) is required.

Would be an advantage

• Knowledge of CAMARA APIs and GSMA Open Gateway initiatives.
• Understanding of API gateways, API lifecycle management, and API governance.
• Familiarity with telecom network exposure platforms, Network-as-a-Service (NaaS), or related telecom technologies.
• Experience working with carrier-grade, high-availability, or customer-facing production environments.
• Experience developing small utilities or automation tools for testing, troubleshooting, or operational activities.
• Basic knowledge of Git and version control workflows.
• Experience supporting information security or audit-related activities.

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.

Choosing GMS, you greenlight tomorrow!