Be the first point of contact for customers using a global mobile connectivity platform and deliver world-class technical support.
The Role
A hands on support role providing first-line assistance, managing incidents, and maintaining knowledge resources.
About You
You are a customer-focused and technically competent support professional who thrives on problem-solving and delivering clarity.
The Reward
The Role
A hands on support role providing first-line assistance, managing incidents, and maintaining knowledge resources.
- Receive, triage, and respond to customer enquiries via the support portal, email, and other channels
- Own tickets through to resolution, escalating with clear diagnostics when required
- Provide timely, professional, and empathetic communication during incidents
- Meet service targets including response times, updates, and resolution quality
- Log, categorise, prioritise, and track incidents, problems, and service requests
- Support incident coordination and maintain clear timelines and updates for customers and stakeholders
- Follow standard operating procedures to restore service quickly and safely
- Capture post-incident learning including RCA inputs, known errors, and corrective actions
- Develop and maintain the customer support portal, knowledgebase, FAQs, and troubleshooting guides
- Work with Engineering and Operations to validate technical accuracy and keep documentation up to date
- Perform first-line diagnostics across networking and platform fundamentals including IP connectivity, routing, VPNs, APN configuration, and SIM/eSIM provisioning
- Use logs, dashboards, and monitoring tools to identify issues and support escalation decisions
- Maintain awareness of service status and planned maintenance and communicate impact to customers
- Contribute to continuous improvement of support processes, templates, and tools
- Collaborate with Engineering, TechOps, and Product teams to enhance the customer experience
About You
You are a customer-focused and technically competent support professional who thrives on problem-solving and delivering clarity.
- Excellent written and spoken English
- Customer service or service desk experience, or strong customer-facing experience with technical aptitude
- Comfortable troubleshooting networking basics including IP addressing, routing, DNS, VPNs, and firewalls
- Interest or knowledge in mobile networks and IoT connectivity including APNs, SIM/eSIM, and data sessions
- Experience with ticketing systems and knowledgebases such as Zendesk, Freshdesk, or Confluence
- Able to write clear, structured documentation and customer communications
- Strong organisation and attention to detail including accurate ticket notes and follow-ups
- Ability to stay calm and methodical under pressure
- Curious and proactive with a commitment to continuous improvement
- Collaborative team player with high integrity and discretion
- Values aligned with ambitious, innovative, dependable, and supportive culture
- Willing to work flexible hours and occasionally assist with out-of-hours incident support
- Willing to undertake a DBS check and have right to work in the relevant jurisdiction
The Reward
- Competitive salary
- Isle of Man based
- Opportunity to develop expertise in mobile core and IoT connectivity platforms
- Be part of a supportive, collaborative, and high-performing technical team
- Chance to contribute to continuous improvement of customer support and knowledge resources
- Professional growth and development within a fast-growing global organisation