Service Support Analyst

Service Support Analyst (1st Line Technical Support)

About the Role

Pelion is seeking a curious and motivated Service Support Analyst to join our first-line technical support team. If you’re passionate about delivering great customer experiences, eager to grow your technical skills, and excited by the fast-moving world of IoT and telecoms, this is the role for you.

As the first point of contact for our customers, you’ll play a crucial role in supporting their success. You’ll troubleshoot and resolve technical issues, escalate complex problems, and collaborate across technical teams to ensure seamless service. You’ll be surrounded by a supportive team of engineers and support professionals who value learning, growth, and making a difference.

Whether you’re early in your tech journey or looking to deepen your experience, we care more about your ability to learn and think critically than checking every box.

What You’ll Be Doing

• Be the front line for incoming technical incidents, service requests, and change requests via email, ticketing system, and phone.
• Provide first-level technical support across all of our Connectivity Management products and services to our customers.
• Resolve issues directly or coordinate with senior support engineers and other internal teams for deeper investigations.
• Communicate clearly and empathetically with customers to keep them informed and confident in the support process.
• Escalate and liaise with mobile network operators, hardware vendors, and third-party partners where required.
• Log, manage, and update support tickets with detailed and useful information.
• Maintain and contribute to internal documentation and knowledge base articles.

What We’re Looking For

We don’t expect perfection, we’re after someone who brings the right mindset and a willingness to learn.

Must-Haves:

• Excellent verbal and written communication skills – clear, calm, and customer-friendly.
• Genuine curiosity and a problem-solving mindset.
• Ability to manage priorities and work across multiple tasks in a dynamic environment.
• An understanding of service SLAs and customer impact.

Nice-to-Haves (or things you’ll learn fast with us):

• Exposure to networking fundamentals – IP, DNS, VPNs, or routing.
• Interest in mobile and cellular technologies (e.g., SIM provisioning, LTE, NB-IoT, etc.).
• Experience in a help desk, service desk, or tech support environment.
• Familiarity with ticketing systems like Hubspot & Jira.

Why Join Pelion?

At Pelion, you'll have the opportunity to make a significant impact by shaping the customer success function and driving meaningful growth for both our customers and the company. We offer a collaborative and innovative work environment, competitive compensation, and opportunities for professional development.

How to Apply

Interested candidates are invited to apply through our career portal: Pelion Careers.

Pelion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.