Global Technical Support

Responsibilities:

• Provide technical support by investigating, troubleshooting, and resolving complex incidents escalated by customer-facing support teams and technical communities.
• Support internal global technical teams by serving as a subject matter expert for Smart Card, eSIM, IoT, and digital connectivity solutions.
• Analyze, reproduce, and document technical issues, working closely with Product Development, R&D, and engineering teams to drive resolution.
• Manage, prioritize, and coordinate Jira tickets to ensure timely resolution within agreed service levels and operational objectives.
• Develop and implement effective workarounds, corrective actions, and technical recommendations to minimize business and operational impact.
• Act as the technical liaison between global support teams and technical stakeholders, providing guidance on product functionality, configuration, and best practices.
• Lead or contribute to continuous improvement initiatives, including support process optimization, tool enhancements, automation opportunities, and knowledge management projects.
• Create and maintain technical documentation, knowledge articles, and troubleshooting guides while promoting knowledge sharing across the technical community.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related technical field.
• Minimum 5 years of experience in Technical Support, Telecom, Mobile Connectivity, Smart Card, eSIM, or related technology environments.
• Hands-on experience in the Smart Card industry is required, with solid understanding of SIM/eSIM technologies, provisioning processes, and mobile network ecosystems.
• Experience supporting IoT connectivity solutions, digital profile management, or related mobile connectivity technologies is required.
• Strong English communication skills with the ability to explain complex technical concepts clearly and collaborate effectively in a global, cross-functional environment.