Customer Support Engineer (IoT Connectivity)

Location: Remote, Manila, Philippines. European hours apply during training, followed by a broader permanent rotation including nights and weekends.

Company

IoT connectivity services connect business devices across logistics, energy, mobility, and industrial applications in more than 180 countries.

What you will do

• Own customer support tickets from first response through investigation, communication, and resolution.
• Monitor live connectivity networks and contribute to first-line incident response.
• Troubleshoot cloud, connectivity, mobile network, and IoT infrastructure issues.
• Collaborate with Customer Success, Engineering, and Product Management on cross-functional issues.
• Develop toward independent ownership within the team's 24/7 operational model.

Requirements

• Experience in a customer-facing technical support role serving business customers.
• Experience owning support tickets end to end and keeping customers informed throughout resolution.
• Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical customers.
• Familiarity with Zendesk, Jira Service Management, or a comparable ticketing platform.
• Basic understanding of cloud environments, connectivity, or networks.
• Willingness to work a rotating schedule including nights and weekends after approximately three months of training.

Culture & Benefits

• Fully remote role with structured working hours.
• Training includes learning the product, support processes, tools, and network monitoring practices.
• Shadowing and regular feedback are provided during the first months.
• Exposure to cloud infrastructure, mobile networks, IoT connectivity, and global operations.
• Work within a stable, tenured team supporting customers across different regions.