Customer Support Technician

About the role

This Technical Customer Support position focuses on diagnosing, troubleshooting and resolving complex issues related to network connectivity, cellular IoT devices and satellite hardware. You will work closely with customers to ensure their systems operate reliably and deliver a high‑quality experience.

Key responsibilities

• Investigate and resolve hardware malfunctions, firmware updates and network routing problems.
• Assist customers with activation, configuration and troubleshooting of satellite and cellular SIM cards and data plans.
• Replicate reported issues in a test lab to identify bugs or configuration errors.
• Manage the ticket queue to meet SLA response times and maintain first‑class service levels.
• Translate technical concepts into clear, easy‑to‑understand instructions for customers.
• Contribute to the internal knowledge base and author concise technical guides.

Required profile

• Customer‑obsessed attitude with a determination to fully resolve issues.
• Curious and eager to learn about fast‑evolving satellite and IoT technologies.
• Team player who collaborates effectively with peers and the Head of Customer Support.

Required skills

• Network troubleshooting and routing diagnostics.
• Hardware diagnostics and repair.
• Firmware update procedures.
• SIM card activation and configuration for satellite and cellular devices.
• Testing and replication of hardware/software issues in a lab environment.

What we offer

• A down‑to‑earth, relaxed yet professional environment where teamwork is valued.
• Opportunities for continuous learning in satellite and IoT technologies.