Customer Support Engineer (L1)

Giesecke+Devrient; Sant Joan Despí; Presencial; EUR 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible compensation

Own canteen

Work-life balance

Descripción de la vacante

Giesecke+Devrient (G+D) is seeking a Customer Support Engineer (L1) to join our 24/7 Operations team in Sant Joan Despí. You will be the first point of contact, providing professional, timely support to customers and handling incidents from initial triage to resolution.

You’ll perform basic troubleshooting, use monitoring tools, open and manage support tickets end-to-end, and coordinate with internal teams to ensure reliable service delivery.

Formación

• Strong interest in IT and operations; proactive, hands-on, and eager to learn.
• Structured, detail-oriented mindset and good ownership of tasks.
• Customer-focused attitude and the ability to stay calm under pressure.
• Good written and verbal communication skills.
• Ability to collaborate with different teams and stakeholders.
• Willingness to work on a 24/7 rotating shift schedule.
• Basic understanding of IT service management concepts (ITIL is a plus).

Responsabilidades

• Be the first point of contact for customers, providing professional and timely support.
• Perform initial troubleshooting and diagnosis using monitoring tools and documented procedures.
• Open and manage support tickets end-to-end: tracking, documentation, updates, and closure.
• Escalate issues to the next support level when needed, ensuring clear handovers.
• Coordinate with internal teams and stakeholders to support reliable service delivery.
• Support operational activities such as maintenance window coordination and basic user administration.
• Execute defined technical tasks in a Linux environment (e.g., data imports), following instructions and quality standards.
• Participate in a 24/7 shift rotation based on a defined roster.

Conocimientos

Customer focus

Communication skills

Team collaboration

Willingness to work 24/7

Proactive learning

Herramientas

ServiceNow

Monitoring tools

Linux

Descripción del empleo

G+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology.

We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our collaboration within G+D.

We are the reliable partner for all challenges resulting from the Internet of Things. We offer a complete connectivity portfolio for mobile network operators, automotive manufacturers, technology companies such as chip and module manufacturers as well as transport and logistics providers. Our portfolio includes highly secure solutions in the area of connectivity & IoT, from classic SIM, eSIM and iSIM, to the associated embedded operating systems and life cycle management, through to services for global connectivity and IoT solutions. Do you want to actively shape the digital transformation with us?

Customer Support Engineer (L1) – 24/7 Operations

About The Role

G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We’re looking for a Customer Support Engineer (L1) to join our 24/7 Customer Support team and provide first-line technical support to our customers. In this role, you’ll handle incoming incidents and requests, perform initial troubleshooting, and ensure issues are tracked and resolved in line with agreed service levels.

Working model: 24/7 rotating shifts

What You’ll Do

• Be the first point of contact for customers, providing professional and timely support.
• Perform initial troubleshooting and diagnosis using monitoring tools and documented procedures.
• Open and manage support tickets end-to-end: tracking, documentation, updates, and closure.
• Escalate issues to the next support level when needed, ensuring clear handovers.
• Coordinate with internal teams and stakeholders to support reliable service delivery.
• Support operational activities such as maintenance window coordination and basic user administration.
• Execute defined technical tasks in a Linux environment (e.g., data imports), following instructions and quality standards.
• Participate in a 24/7 shift rotation based on a defined roster.

What You Bring

• Strong interest in IT and operations; proactive, hands-on, and eager to learn.
• A structured, detail-oriented mindset and good ownership of tasks.
• Customer-focused attitude and the ability to stay calm under pressure.
• Good written and verbal communication skills.
• Ability to collaborate with different teams and stakeholders.
• Willingness to work on a 24/7 rotating shift schedule.
• Basic understanding of IT service management concepts (ITIL is a plus).

Nice to have

• Familiarity with ticketing systems (e.g., ServiceNow) and monitoring tools.
• Basic Linux knowledge (commands, log checking).

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: Rotation-based shifts to ensure 24/7 coverage, with flexibility. Shift schedules are designed to maintain work-life balance while supporting operational needs.
• 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.