Support Consultant Connect Project (Telco) (m/f/d))

Your tasks:

• Expert Incident Governance: Together with different teams, you will be at the heart of the resolution of critical incidents within the Lidl Connect ecosystem.


• Systemic Problem Management: Shift from reactive support to proactive engineering. Analyze trends to identify underlying architectural flaws and collaborate with Product Managers to design and deploy permanent structural fixes.


• Technical POC & Liaison: Act as the primary technical authority between end-users, internal product squads, and international Tier-1 providers. You translate complex technical debt into actionable business requirements.


• Operational Leadership: Champion the maturity of Incident, Problem, and Knowledge Management frameworks. You don't just follow the process; you optimize it to reduce Mean Time to Repair (MTTR).


• Advanced Knowledge Engineering: Create high-level technical blueprints and SOPs. Conduct masterclasses for 1st and 2nd level teams to shift-left knowledge and empower the broader organization.


• Strategic Stability: Participate in the senior on-call rotation, providing a safety net for the most business-critical hours while contributing to high-level reporting and cross-functional steering committees.

Your profile:

• Experience: Extensive proven track record (2+ years) in high-tier technical support specifically within Telecommunications (MVNO/Mobile Core) environments.and at least 5 years in a Support environment in a tech company.


• Telecom Ecosystems: Deep understanding of BSS/OSS systems, provisioning flows, and telecommunications product portfolios.


• Linguistic Precision: Professional fluency in Spanish and English (C1 level). You must be comfortable defending technical decisions and negotiating with international stakeholders.


• Architectural Thinking: Ability to see the "big picture" of how a single technical glitch impacts the entire customer journey and the business's bottom line.


• Crisis Management: The ability to lead a "war room" environment during outages, maintaining a calm, decisive presence under extreme pressure.


• Radical Proactivity: A mindset focused on automation and "anti-fragility"—you seek to automate recurring manual tasks to improve system resilience.


• Influence & Diplomacy: Strong interpersonal skills to navigate complex relationships with external vendors and internal C-suite stakeholders.