Customer Support Engineer (IoT)

TL;DR

Customer Support Engineer (IoT): Providing first-line technical support for secure telecommunications systems (SIM/eSIM) with an accent on incident management and initial troubleshooting. Focus on maintaining service level agreements, executing technical tasks in Linux environments, and coordinating 24/7 operations.

Location: Sant Joan Despí (Barcelona), Spain. Must be based in Sant Joan Despí or be able to work onsite in 24/7 rotating shifts

Company

Global leader in secure telecommunications and IoT connectivity solutions providing security technology for billions of people worldwide.

What you will do

• Act as the first point of contact for customers, providing professional and timely technical support.
• Perform initial troubleshooting and diagnosis using monitoring tools and documented procedures.
• Manage the end-to-end lifecycle of support tickets, including tracking, documentation, and closure.
• Escalate complex issues to higher support levels ensuring clear and detailed handovers.
• Execute technical tasks in a Linux environment, such as data imports, following quality standards.
• Participate in a 24/7 rotating shift schedule based on a defined roster.

Requirements

• Strong interest in IT operations with a proactive and hands-on approach.
• Structured, detail-oriented mindset with a strong sense of ownership.
• Ability to stay calm under pressure and maintain a customer-focused attitude.
• Good written and verbal communication skills for collaborating with global stakeholders.
• Willingness to work on a 24/7 rotating shift schedule.
• Basic understanding of IT service management concepts (ITIL).

Nice to have

• Familiarity with ticketing systems such as ServiceNow and various monitoring tools.
• Basic Linux knowledge, including command-line usage and log checking.

Culture & Benefits

• People-oriented, diverse, and LGBT+ friendly environment with flat hierarchies.
• Opportunities for global collaboration with stakeholders across the world.
• Continuous training, coaching, and talent development programs.
• Flexible compensation including transport tickets, training, and private insurance.
• On-site canteen providing affordable breakfast and lunch services.
• Shift schedules designed to maintain work-life balance while supporting 24/7 operations.