Technology Operation Support Specialist

We don’t think about job roles in a traditional way. We are anti-silo. Anti-career stagnation. Anti-conventional. 

Beyond ONE is a digital services provider radically reshaping the personalised digital ecosystems of consumers in high growth markets around the world. We’re building a digital services aggregator platform, with a strong telco foundation, and a profitable growth strategy that empowers users to drive their own experience—subscribe once, source from many, and only pay for what you actually use. 

Since being founded in 2021, we’ve acquired Virgin Mobile MEA, Friendi Mobile MEA and Virgin Mobile LATAM (with 6.5 million subscribers) and 1600 dedicated  colleagues across Chile, Colombia, KSA, Kuwait, Mexico, Oman and UAE. 

To disrupt for good takes a rebellious spirit, a questioning mind and a warm heart. We really care about how to get things done and not who manages who. We benefit from our diversity, and together, we disrupt the way we and others thinkin about our lives for good.  

Do you want to exchange ideas, learn from each other and leave your mark on our journey? This is the place for you. 

Beyond ONE

We don’t think about job roles in a traditional way. We are anti-silo. Anti-career stagnation. Anti-conventional.

Beyond ONE is a digital services provider radically reshaping the personalised digital ecosystems of consumers in high growth markets around the world. We’re building a digital services aggregator platform, with a strong telco foundation, and a profitable growth strategy that empowers users to drive their own experience—subscribe once, source from many, and only pay for what you actually use.

Since being founded in 2021, we’ve acquired Virgin Mobile MEA, Friendi Mobile MEA and Virgin Mobile LATAM (with 6.5 million subscribers) and 1600 dedicated colleagues across Chile, Colombia, KSA, Kuwait, Mexico, Oman and UAE.

To disrupt for good takes a rebellious spirit, a questioning mind and a warm heart. We really care about how to get things done and not who manages who. We benefit from our diversity, and together, we disrupt the way we and others think about our lives for good.

Do you want to exchange ideas, learn from each other and leave your mark on our journey? This is the place for you.

About the Role

As a Technology Operations Support Specialist, you are the first line of defense and the steady hand ensuring stability in our day-to-day operations. You're responsible for receiving, triaging, and coordinating the resolution of incoming issues and requests from both internal and external stakeholders. Your work ensures we meet service expectations, resolve incidents promptly, and continuously improve our operational delivery.

You’ll work closely with engineering, vendors, and program management to ensure seamless coordination across our MVNO platforms and core systems.

What You’ll Do

Operations & Incident Management

• Serve as the primary contact point for incoming technical requests and incidents.
• Assess, prioritize, and route issues to the appropriate engineering or vendor teams.
• Coordinate escalations with internal stakeholders such as Customer Support, Commercial, and Product teams.
• Collaborate directly with external technology partners and vendors to ensure timely resolution of incidents.
• Work closely with the host Mobile Network Operator (MNO) to escalate and resolve interconnect and service-related issues.
• Monitor ticket queues (internal/external), ensuring timely updates and SLA compliance.
• Escalate and follow up on unresolved or high-impact issues per the defined escalation matrix.
• Maintain clear documentation for incidents, workarounds, and final resolutions.

Service Management & Reporting

• Ensure proper categorization, logging, and tracking of support requests.
• Collaborate with Developemnt and Engineering teams to validate root causes and define permanent solutions.
• Assist in building internal knowledge bases and playbooks for known issues and recovery procedures.
• Generate periodic reports on incident volumes, SLA breaches, and trends to support continuous improvement.

Change Coordination & Communication

• Support the coordination of planned changes, ensuring readiness of support mechanisms and clear stakeholder communication.
• Provide impact assessments and validations during deployment windows.
• Communicate known issues, outages, and service interruptions to relevant teams and stakeholders.

What You’ll Need

Experience & Skills

• 2–4 years of experience in technical support, NOC, or telecom operations.
• Familiarity with telecom core systems (e.g., OSS/BSS, DPI, signaling, provisioning, mediation).
• Experience working with internal teams such as customer support, commercial, and product.
• Confidence in managing escalations and collaborating with external technology vendors and host MNOs.
• Basic understanding of IP networks, system monitoring, and cloud environments (AWS preferred).
• Strong analytical and communication skills, with a proactive and detail-oriented approach.
• Experience with ticketing tools (e.g., Jira, ServiceNow) and incident management workflows.

Languages

• Proficiency in English and Spanish is required.

Education

• Bachelor's degree in Telecommunications, Computer Science, Information Systems, or equivalent experience.

Why Join Us

You’ll join our regional technology operation team shaping the way telecom services are delivered across Latin America. You’ll gain exposure to cutting-edge systems, cross-functional collaboration, and the opportunity to grow your skills while making a real impact.  You’ll also be part of an international working environment, collaborating with global teams and gaining experience in a diverse, multicultural setting.

What we offer:

• Rapid learning opportunities - we enable learning through flexible career paths, exposure to challenging & meaningful work that will help build and strengthen your expertise.
• Hybrid work environment - flexibility to work from home 2 days a week.
• Healthcare and other local benefits offered in market.

By submitting your application, you acknowledge and consent to the use of Greenhouse & BrightHire during the recruitment process. This may include the storage and processing of your data on servers located outside your country of residence. For further information, please contact us at dataprivacy@beyond.one.