Team Lead - Customer Support

We are looking for an experienced Team Lead –  Customer Support to lead and continuously improve a 24x7 L1/L2 support operation focused on IoT connectivity services (SIM/eSIM).

The role combines people leadership, operational excellence, incident and escalation management, and strong technical understanding of IoT and telecom ecosystems, ensuring high availability of platforms and excellent customer experience.

Key Responsibilities

People Leadership & Team Management

• Lead, coach, and develop a remote and multicultural team of L1/L2 IoT support engineers.

• Foster a culture of ownership, accountability, collaboration, and continuous improvement.

• Set clear goals and KPIs aligned with Customer Support objectives.

• Conduct regular 1:1s, performance reviews, feedback cycles, and development plans.

• Support onboarding and knowledge ramp-up of new team members.

24x7 Operations & Resource Planning

• Plan shifts, workload distribution, and handovers to ensure service continuity.

• Act as escalation point during critical incidents and major service disruptions.

• Ensure operational discipline: SLA adherence, documentation quality, and proper incident tracking.

Incident, Escalation & Customer Management

• Own and coordinate end-to-end incident resolution, including high-severity and customer-impacting issues.

• Manage customer escalations, joining calls and meetings when required, ensuring transparent and calm communication.

• Coordinate outages and incidents across internal teams (Network, Product, R&D, Customer Operations) and external providers (MNOs, MVNOs, IP / firewall providers).

• Ensure incidents are properly documented, communicated, and followed up with root cause analysis.

Service Quality, SLA & KPI Management

• Monitor queue health, SLA performance, and operational KPIs.

• Create, maintain, and present operational reports to management and stakeholders.

• Proactively identify risks, recurring issues, and service improvement opportunities.

Knowledge Management & Process Excellence

• Own and maintain Knowledge Base, SOPs, runbooks, and operational documentation.

• Ensure knowledge transfer across teams and support effective onboarding.

• Drive process improvements, automation initiatives, and operational standardization.

• Participate in platform/process improvement discussions with Product, Network, and R&D teams.

Stakeholder & Cross-functional Collaboration

• Act as bridge between Customer Support, Network, Product Management, R&D, Sales, and Account Management.

• Support feasibility assessments and onboarding of new services or customers.

Required Skills & Experience

Essential

• Proven experience as Team Lead / NOC Lead / Support Lead in:

• IoT, Telecom, Connectivity, or complex IT service environments.

• Strong background in IoT connectivity (SIM/eSIM), M2M, mobile networks.

• Hands-on experience managing 24x7 operations and remote teams.

• Solid incident and escalation management experience.

• Strong customer-facing and stakeholder communication skills.

• Ability to remain calm and structured under pressure.

• Fluent in Spanish & English (spoken and written).

Technical Knowledge (Working / Advanced)

• Telecom & IoT:

• SIM & eSIM management, SM-DP+

• MNO / MVNO ecosystems

• 2G / 3G / 4G (LTE), NB-IoT, LTE-M

• IP networks, Radius, Diameter, SS7, HLR/HSS

• Platforms & Tools:

• ITSM tools (ServiceNow, Jira or similar)

• Monitoring & observability tools (Dynatrace, Scalyr or similar)

• APIs & troubleshooting tools (Postman, SoapUI)

• SQL (basic/intermediate)

• Confluence / Knowledge Base tools

• Operating systems: Linux & Windows (operational level)

Nice to Have

• ITIL Foundation (or willingness to obtain).

• Experience working with cloud environments (AWS / Azure).

• Agile / Scrum exposure.

• Experience in integration or transformation projects.

Education

• Bachelor’s degree in Telecommunications Engineering, Computer Science, or related field, or equivalent professional experience.

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: Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30).

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

Privacy Notice

The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$ HR Team Spain $$ seleccion.gdi@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=26918&career_ns=job_application