Wireless Service Operations Support Engineer — eSIM, Activation & Messaging

Pay rate: $35–$40/hour
Duration: 6 months

Location:  Atlanta, GA 30319
Work arrangement: Onsite, five days per week

Overview

Provide hands-on technical support for device and eSIM provisioning, activation, messaging, voicemail, and wireless network services. Follow established operational procedures, investigate service issues, document findings, and escalate complex issues to senior technical teams.

Responsibilities

• Troubleshoot eSIM/pSIM provisioning, activation, and entitlement failures using established runbooks; document findings and escalate unresolved or systemic issues.

• Provide Tier 2/Tier 3 incident triage for SMS/MMS delivery and service or marketing messaging issues, including Amdocs Notification Manager (ANM).

• Support Online Charging System (OCS) and Diameter Routing Agent (DRA) resiliency testing by preparing lab connectivity, executing test scripts, and capturing results.

• Maintain methods of procedure (MOPs), escalation matrices, troubleshooting guides, and knowledge articles for new initiatives and service updates.

• Coordinate dashboards and recurring reports covering device, eSIM, messaging, and network-service performance; identify anomalies and trends.

• Participate in incident bridges, coordinate with incident management and network operations teams, and maintain accurate tickets, timelines, and follow-up actions.

• Explain technical findings and their potential business and subscriber impact to technical teams, business partners, and leadership.

Core qualifications

• Strong troubleshooting skills and a methodical approach to identifying underlying technical issues.

• Clear written and verbal communication across technical and business teams.

• Ability to collaborate across technical domains and with external vendors.

• Strong documentation, follow-through, and operational discipline.

• Proactive ownership of service issues and opportunities to improve reliability, monitoring, and processes.

Preferred technical familiarity

The following describes the ideal candidate’s background; each item has not been established as mandatory.

Device provisioning and activation

• eSIM architecture, GSMA SGP.22 remote SIM provisioning, SM-DP+, and SM-DS.

• Entitlement Configuration Server concepts and device entitlement/activation flows.

• IMEI/TAC validation, device listing, OMA-DM, and carrier configuration updates.

• UICC/pSIM fundamentals, OTA SIM updates, OEM device certification, and lab testing.

Core network and charging

• OCS, DRA, Diameter interfaces including Gy, Gx, and S6a, and basic signaling interpretation.

• IMS, VoLTE, Vo