Customer Support Engineer (L1) – 24/7 Operations 

Company: G+D Mobile Security 
Working model: 24/7 rotating shifts 

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. 

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). 

What’s great about working with us

• Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly

• Global Collaboration: Work collaboratively with stakeholders around the globe

• Career Development: Benefit from continuous training, coaching, and talent development programs

• Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.

• Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!

• Work-Life Balance: Rotation-based shifts to ensure 24/7 coverage, with flexibility and remote work options (up to 3 days per week). Shift schedules are designed to maintain work-life balance while supporting operational needs.

• Location: Sant Joan Despí. Easily accessible by public transport

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