Customer Support Engineer - Manila (m/f/d)

Your Role

Play a crucial role in helping us grow and thrive by delivering outstanding support to our international IoT (Internet of Things) customers. As a key member of our team, you’ll be the go-to person for resolving technical issues efficiently and ensuring they meet our company’s standards and timelines. 

This is an exciting opportunity for someone who loves being hands-on and wants to make a real impact in a fast-growing business. You'll also have the chance to contribute to the continuous improvement of our knowledge base, making it even easier for our customers and team members to succeed. 

Additionally, you’ll be at the forefront of our Systems Operations, ensuring we’re always ready to support our services seamlessly. If you’re passionate about customer support and eager to grow with us, we’d love to hear from you! 

Your Impact 

• Create exceptional first impressions and instill confidence in our customers by ensuring they feel supported and reassured throughout the case investigation process. 

• Expertly prioritize requests and deliver customer-focused solutions, collaborating closely with Customer Success, Engineering, and Product Management teams to achieve optimal outcomes. 

• Own and optimize our support and ticketing system, Zendesk, ensuring timely resolution of all issues by providing top-tier technical support through various channels, including ticket systems, email, and telephone. 

• Effectively communicate complex procedural and technical issues to both internal and external customers/stakeholders, ensuring clarity and alignment. 

• Proactively identify and track bugs, contributing innovative ideas to our engineering and product teams to enhance user experience and drive product excellence. 
• Consistently contribute to and refine our knowledge base articles, ensuring they remain an invaluable resource for our team and customers. 

Your Skills:

• Fluency in English, with additional language skills and ability to work in shifts as a plus. 

• Experience in SaaS, PaaS, Telecoms, IoT/M2M, or any technical support role, ideally with a mobile network operator or telecoms vendor. 

• Proficiency with support ticketing systems like Zendesk or JIRA, and a strong passion for automating processes to resolve customer and production issues. 

• Solid understanding of maintenance and technical support activities, with a passion for IoT/M2M products and familiarity with SaaS/cloud-based models. 
• Technical education in network operations or telecommunications engineering, with knowledge of AWS and Cloud Computing as an advantage. 

Why emnify?

emnify is a vibrant, diverse, and upbeat team. We are largely remote, yet we are united by compassion and expansion. We share the desire to maintain our path to revolutionizing the IoT industry now and for the future. We trust you to structure your day in a way that suits your style of representing us.

At emnify we enjoy...

• A flat hierarchy, direct and open communication culture
• Remote work
• Challenging tasks in a dynamic and international environment (40+ nationalities)
• Gym membership
• Wellbeing support via Plumm
• Regular team and company events
• Free German lessons

Together we are building connections because IoT is everywhere!

Do you feel addressed? Does it sound like an exciting challenge to you? Then please submit your application by following the” Apply” button!

We take affirmative action to ensure equal opportunity for your application, regardless of your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation or gender identity. Your qualification and value add are the deciding factors!

In case you are living with disabilities, chronic illness or neurodiversity please inform us, to provide you with the proper assistance in the application process.

*Before submitting your application, please read our Privacy Notice (Careers Page)