Support, Repair & Service Operations Specialist (IoT)

Location: Munich / Unterschleißheim, Germany

Company

hirify.global is an international technology group providing secure digital security, financial platform, currency technology, connectivity, and IoT solutions.

What you will do

• Manage and resolve support cases involving IoT devices, connectivity, firmware, platform services, OTA updates, and device management.
• Investigate technical incidents across hardware, firmware, software, connectivity, and operational workflows, acting as an escalation point for complex support and repair topics.
• Support customer device fleet lifecycle management, repair and maintenance activities, and the transition from legacy systems to modern platforms.
• Review, document, and standardize workflows, procedures, work instructions, and best practices to improve efficiency, quality, and scalability.
• Analyze ticket volumes, SLA performance, repair metrics, firmware behavior, customer usage, and operational data; create dashboards, reports, management summaries, and KPI frameworks.
• Identify recurring issues and corrective actions, support Customer Success initiatives, and develop AI, automation, ticket analysis, and trend identification opportunities.

Requirements

• Bachelor’s degree in Technology, Business Informatics, or a comparable qualification.
• 1–3 years of professional experience in technical support, service management, repair operations, technical consulting, or a similar field.
• Experience troubleshooting connected devices, embedded systems, or IoT solutions.
• Strong analytical mindset with experience working with operational or business data.
• Experience preparing reports, dashboards, presentations, and management summaries.
• Experience with ServiceNow, Salesforce, Confluence, service management platforms, or comparable tools.
• Knowledge of Excel and experience with reporting or business intelligence solutions such as Power BI.
• Understanding of wireless communication technologies including GNSS, LTE, LTE-M, Bluetooth, and related IoT technologies.
• Strong communication, organizational, and problem-solving skills, with the ability to collaborate across teams.
• Fluent German and English language skills.

Nice to have

• Interest in AI, automation, and digital transformation initiatives.

Culture & Benefits

• Work within an international technology group with more than 14,000 employees in 40 countries.
• Collaborate across Support, Repair & Maintenance, Customer Success, Quality, and other operational teams.
• Contribute to secure connectivity and IoT solutions used by mobile network operators, automotive manufacturers, technology companies, and transport and logistics providers.