Technical Customer Success Lead

NetLync Mobile Communications Technologies Ltd.; London; A distancia; CAD 70.000 - 110.000; Jornada completa

Descripción de la vacante

NetLync seeks a Technical Customer Success Lead to drive seamless onboarding for carriers, oversee certification, and coordinate production support across global teams. You will act as the main relationship owner during onboarding and post-launch, ensuring timely delivery and high satisfaction.

You will coordinate with teams in Dublin, London, Croatia, and Canada, manage incident bridges, and drive improvements while traveling internationally as needed.

Formación

• Very strong communication skills demonstrated with customers and remote colleagues across time zones.
• Project management skills to plan, track, and deliver work across multiple teams (Jira/Confluence/Excel).
• Stakeholder communication with engineers, product managers, customer teams, and executives.

Responsabilidades

• Leading incident response and coordinating resolution of production issues.
• Managing onboarding for multiple carriers and assisting with certification.
• Coordinating production support and ensuring release deadlines are met across time zones.
• Driving continuous improvement to streamline onboarding and certification processes.
• Providing reports to stakeholders on carrier usage, use cases, and timelines.

Conocimientos

Communication

Project management

Stakeholder comms

Prioritisation

Team coordination

Platform architecture

Incident response

Cross-functional

Root cause analysis

Calm under pressure

SLA awareness

Attention to detail

Timekeeping

Proactive mindset

Descripción del empleo

NetLyncis a global leader in eSIM and Entitlement solutions, providing a cloud-native platform that enables wireless carriers to deliver and manage essential services across all connected devices with a single integration and in just a few weeks.

The Role

This role is a fantastic opportunity for a dynamic individual who thrives on working in a fast-paced, highly flexible entrepreneurial environment. We are a small, closely-knit group, so your contribution will have a direct impact on the success of the whole organisation. You will interact with our teams based in Dublin, London, Croatia and Canada as well as mobile operators, infrastructure providers and device manufacturers around the world. You will get exposure to cutting edge technologies while working within an agile and highly collaborative team environment that allows you to take ownership of your work and shape your own future.

Job Description

Due to continued success and growth, we are expanding our onboarding team and looking for a highly organised and motivated Technical Customer Success Lead. This critical role ensures a seamless transition for new carriers, from initial contact and onboarding through certification and go-live including acting as the support point-of-contact once launched. The lead acts as the primary relationship owner during this crucial phase, driving efficiency and minimising risk for the carrier.

Job Requirements

As a Technical Customer Success Lead, you will be responsible for supporting both carrier onboarding and certification as well as production support coordination. You will ensure the carriers that are committed to a release deadlines hit their target. This role requires a highly organised, time-efficient team player who thrives in dynamic environments and can unify teams for successful outcomes. Once carriers have launched successfully, you will continue to act as a point-of-contact for support and monitor with outreaches to ensure they are satisfied with the service and see if they want to implement additional use cases in the upcoming years.

Responsibilities

• Leading incident response and coordinating resolution of production issues
• Managing multiple carriers and assist with onboarding
• Managing multiple carriers and assist with their certification
• Driving continuous improvement to make the process more efficient
• Providing reports to stakeholders which carriers are supporting which use cases and when.

Required Skills

• Very strong communication skills – able to demonstrate you can work via effective, professional and regular communication with customers and remote colleagues in different time zones
• Project management – Ability to plan, track, and deliver work across multiple teams (e.g. using Jira, Confluence, excel).
• Stakeholder communication – Clear and timely updates to engineers, product managers, customer teams, and executives.
• Prioritisation & planning - Handling multiple carriers hitting the same deadline in multiple timezones
• Team coordination – Bringing cross-functional teams together to deliver shared goals efficiently.
• Good understanding of platform architecture – Able to communicate effectively with engineers and understand the implications of changes or issues.
• Familiarity with incident response – Knows the lifecycle of incidents (e.g. detection, triage, resolution, postmortem).
• Strong coordination skills – Able to lead incident bridges, assign owners, and follow up on actions.
• Root cause analysis – Experience in guiding teams through identifying and documenting what happened and how to prevent it.
• Calm under pressure – Maintains clarity and composure during outages or production escalations.
• Service-level awareness – Understands SLAs/SLIs and how they impact customer expectations.
• Highly organised & detail-oriented – Keeps track of multiple threads, knows what’s due and when.
• Excellent timekeeping – Respects team time, deadlines, and delivery cadences.
• Collaborative – Works well across disciplines (engineering, support, product, ops).
• Proactive mindset – Flags risks early, proposes improvements, and doesn’t wait to be asked.

Other Items of Note

• Our Technology Team is managed across 2 locations, our HQ Office at Beacon Court, Sandyford, Co Dublin, Ireland, and our HQ Office Vancouver Canada.
• We are a 100% remote team
• International travel is a regular part of this role.