Customer Support Engineer

About the role

We are looking for a Customer Support Engineer to join Telesign Technical Support. The role involves working directly with customers and internal teams to troubleshoot, resolve, or appropriately escalate issues while maintaining a customer‑centric approach.

Key responsibilities

• Identify, clarify, and resolve general and specific customer‑impacting problems.
• Provide professional, useful, and complete advice, training, and responses.
• Learn, apply, and articulate Telesign’s products, services, and operational technology to recommend best practices.
• Drive increased customer satisfaction by exceeding expectations.
• Maintain accurate account information and settings in proprietary systems.
• Alert internal and external stakeholders and provide additional monitoring after alerts.
• Evaluate and give feedback on operational procedures to ensure efficiency and security.
• Contribute to technical documentation, FAQs, and knowledge bases.

Required profile

• 2‑3 years of experience in a mid‑ or high‑level customer‑facing role.
• Fluent English with excellent verbal and written communication.
• Strong problem‑solving, analytical, and logical thinking skills.
• Positive attitude, results‑driven motivation, and ability to work in 24/7 shift schedules.
• Attention to detail and ability to prioritize and multitask in a fast‑paced environment.

Required skills

• Understanding of REST API concepts.
• Familiarity with programming languages such as Java, PHP, Ruby, C#, Python.
• Experience with Salesforce Service Cloud ticketing system.
• Knowledge of Atlassian tools (JIRA, Confluence, Status Page).
• Experience with monitoring tools like Kibana and Grafana.
• Proficiency in MS Office suite.

What we offer

• Competitive € salary plus a benefits package.
• Development opportunities within a global communications leader.
• A challenging yet friendly working environment.