Customer Support Engineer (L1)

About the role

G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We're looking for a Customer Support Engineer (L1) to join our 24/7 Customer Support team and provide first-line technical support to our customers. In this role, you'll handle incoming incidents and requests, perform initial troubleshooting, and ensure issues are tracked and resolved in line with agreed service levels.

Working model: 24/7 rotating shifts

What you'll do

• Be the first point of contact for customers, providing professional and timely support.

• Perform initial troubleshooting and diagnosis using monitoring tools and documented procedures.

• Open and manage support tickets end-to-end: tracking, documentation, updates, and closure.

• Escalate issues to the next support level when needed, ensuring clear handovers.

• Coordinate with internal teams and stakeholders to support reliable service delivery.

• Support operational activities such as maintenance window coordination and basic user administration.

• Execute defined technical tasks in a Linux environment (e.g., data imports), following instructions and quality standards.

• Participate in a 24/7 shift rotation based on a defined roster.

What you bring

• Strong interest in IT and operations; proactive, hands-on, and eager to learn.

• A structured, detail-oriented mindset and good ownership of tasks.

• Customer-focused attitude and the ability to stay calm under pressure.

• Good written and verbal communication skills.

• Ability to collaborate with different teams and stakeholders.

• Willingness to work on a 24/7 rotating shift schedule.

• Basic understanding of IT service management concepts (ITIL is a plus).

Nice to have

• Familiarity with ticketing systems (e.g., ServiceNow) and monitoring tools.

• Basic Linux knowledge (commands, log checking).