International Technical Support Engineer Manila (m/f)

International Technical Support Engineer Manila (m/f)

International Technical Support Engineer Manila (m/f) (m/f)

EMNIFY | MANILA, PHILIPPINES

About EMnify

EMnify is a Software-as-a-Service (SaaS) company, revolutionizing cellular Internet of Things (IoT). Our connectivity management service provides mobile network operators, enterprises, and developers globally with technology connecting ‘things’. The first to provide a mobile core infrastructure as a cloud service, EMnify enables secure, reliable and scalable connectivity, in ways previously impossible. EMnify leads the way towards a future without communication barriers. Today we serve customers from more than 70 countries, enabling innovative business models and IoT use cases across the globe.

Your position

We are looking for a solution-oriented International Technical Support Engineer Manila (m/f) who will operate as our first/second level support for our customers. You will help build and grow our IoT (Internet of Things) business by providing our international customers with excellent support and by making sure that the technical issues are resolved effectively in line with company SLA’s against KPI’s. The position provides a unique chance for a hands-on person to contribute to our rapidly growing business and to the continuous improvement of our knowledge base.

In addition, this role includes responsibilities for monitoring Systems Operations and support readiness during any issues with our service delivery.

Key activities

EMnify’s Technical Support Engineer is the first point of contact for incoming support requests from our international customers.

  • Make a great first impression, provide our customers with the confidence that they will be well taken care of while the case is being investigated.
  • Provide a technical support via ticket-system, email, telephone, Social Media or Chat.
  • Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering and Product Management teams.
  • Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved.
  • Communicate procedural and technical issues to internal and external customers/stakeholders.
  • Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and the product quality.
  • Always contribute and maintain our knowledgebase articles.

System operations and monitoring responsibilities include

  • Monitor and mitigate alerts of our production system.
  • Support customers when issues are detected or in progress.
  • Provide suggestions and improvements for internal process and ticket handling.

Knowledge & Skills Required:

  • 4-7 years’ experience in SaaS, PaaS, Telecoms, customer support, IoT/M2M
  • Passion to automate processes; resourceful and unwavering to solve customer and production issues.
  • Experience in technical customer support, ideally at a mobile network operator or telecoms vendor
  • Knowledge of maintenance and Technical Support activities and processes
  • Strong knowledge of Operating Systems (e.g. Microsoft Windows Client and Server, Linux)
  • Passion for IoT and M2M products and markets and familiarity on SaaS and cloud-based business mode
  • Extensive hands-on experience in Linux
  • Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, any other
  • A technical education would be appreciated, e.g. network operations or telecommunications engineering
  • Fluency in English. An additional language is essential
  • Hands-on, team- and solution-oriented personality
  • Ability to work in shifts

Why EMnify?

With you, as part of our team, we want to expand our success globally and inspire businesses and developers with our innovative product. You’ll be at the forefront of the global technological revolution of IoT.

Some benefits you’ll get at EMnify:

  • A flat hierarchy, direct and open communication culture
  • Challenging tasks in a dynamic and international environment (25+ nationalities)
  • Great central location in the heart of Makati City

Jobs at EMnify

Roaming Manager Manila (m/f)

Roaming Manager Manila (m/f)

Roaming Manager Manila (m/f) (m/f)

EMNIFY | MANILA, PHILIPPINES

Your position

We are looking for a market-oriented Roaming Manager who will be the single point of contact for our Roaming Partners. The position is located in Manila, Philippines.

Key activities

Key Activities: A Roaming Manager will have the responsibility to drive the IoT Roaming footprint forward. You will proactively coordinate and execute wholesale roaming roadmaps and plans according to the defined strategy. Roaming Manager shall ensure optimal performance of roaming operations on group and local level to achieve target KPIs and overall business goals.

  • Develop and maintain inter-carrier relations
  • Analyze, manage and negotiate roaming agreements and IOT discount agreements
  • Work with staff handling financial settlement of roaming payments and receipts
  • Research, report, and recommend new products, programs, or initiatives related to roaming
  • Maintain the correctness of data in all systems and information sharing/flow.
  • Bachelor degree or more in engineering, business, or economics
  • At least 2 years’ experience in telecom, experience in roaming management
  • Excellent oral and written communication and negotiation skills
  • Excellent oral and written language skills in English, Spanish is highly appreciated, French is a plus
  • Good analytical and numerical skills and financial awareness
  • International experience and cross cultural awareness and a proven ability to connect well with people
  • Organizational and coordination skills combined with an ability to handle multiple priorities at a time and perfect time planning and prioritization capabilities.

 

Knowledge & Skills Required:

  • Bachelor degree or more in engineering, business, or economics
  • At least 2 years’ experience in telecom, experience in roaming management
  • Excellent oral and written communication and negotiation skills
  • Excellent oral and written language skills in English, Spanish is highly appreciated, French is a plus
  • Good analytical and numerical skills and financial awareness
  • International experience and cross cultural awareness and a proven ability to connect well with people
  • Organizational and coordination skills combined with an ability to handle multiple priorities at a time and perfect time planning and prioritization capabilities.

Why EMnify?

EMnify is a Software-as-a-Service (SaaS) company, revolutionizing cellular Internet of Things (IoT). Our connectivity management service provides mobile network operators, enterprises, and developers globally with technology connecting ‘things’. The first to provide a mobile core infrastructure as a cloud service, EMnify enables secure, reliable and scalable connectivity, in ways previously impossible.

EMnify leads the way towards a future without communication barriers. Today we serve customers from more than 70 countries, enabling innovative business models and IoT use cases across the globe.

With you, as part of our team, we want to expand our success globally and inspire businesses and developers with our innovative product. You’ll be at the forefront of the global technological revolution of IoT.

Some benefits you’ll get at EMnify:

  • Challenging tasks in a dynamic and international environment (25+ nationalities)
  • Paid leave days and HMO for you and up to 3 dependants upon regularization
  • Great central location in the heart of Makati City
  • Regular team events

Jobs at EMnify

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