Operations & Support Specialist

Pelion; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

A leading IoT connectivity provider is seeking an Operations & Support Specialist to serve as the hub of their North America business. This role will involve operational administration, customer onboarding, and first-line support for IoT solutions. Candidates should possess excellent communication skills and be highly organized. Experience with ticketing systems and mobile technologies is a plus. Join this fast-growing team and contribute to cutting-edge IoT services.

Qualifications

• Ability to manage multiple priorities in a fast-moving environment.
• Highly organized, proactive and detail oriented.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation and problem-solving mindset.
• Proficiency with Microsoft Office tools (Excel, Word, Outlook).

Responsibilities

• SIM card dispatch, provisioning, and inventory management.
• First point of contact for incoming incidents, service requests, and change requests.
• Providing first-level troubleshooting for Connectivity Management solutions.
• Liaise with global teams to coordinate issue resolution.
• Documenting cases, resolutions, and knowledge articles.

Skills

Excellent written and verbal communication skills

Highly organized, proactive, and detail oriented

Strong customer service orientation

Problem-solving mindset

Proficiency with Microsoft Office tools

Tools

Hubspot

Jira

Job description

Overview

Operations & Support Specialist at Pelion. We are seeking a motivated and adaptable individual to serve as the hub of Pelion’s growing North America business. This role combines operational administration with first-line customer service to ensure smooth onboarding, customer engagement, and responsive L1 support for our IoT connectivity solutions.

You’ll work closely with global operations, technical support, service and account teams to ensure North American customers receive timely, effective, and professional service while internal processes run efficiently.

What You’ll Be Doing

Operations Administration

• SIM card dispatch, provisioning, and inventory management.
• Customer account setup and onboarding.
• Maintaining accurate internal records and providing efficient communications.
• Liaise with global teams to coordinate issue resolution.
• Identifying and implementing process improvements for operational efficiency.

Customer Service (L1 Support)

• First point of contact for incoming incidents, service requests, and change requests (via email, phone, or ticketing system).
• Providing first-level troubleshooting for Pelion’s Connectivity Management solutions.
• Escalating complex issues to senior engineers, network operators, or third-party partners.
• Communicating clearly and empathetically with customers to maintain confidence and transparency.
• Documenting cases, resolutions, and knowledge articles to support continuous learning.

What We’re Looking For

Must-Haves

• Excellent written and verbal communication skills.
• Highly organized, proactive, and detail oriented.
• Ability to manage multiple priorities in a fast-moving environment.
• Strong customer service orientation and problem-solving mindset.
• Proficiency with Microsoft Office tools (Excel, Word, Outlook).

Nice-to-Haves (or things you’ll learn here)

• Experience with ticketing systems (Hubspot, Jira).
• Familiarity with mobile/cellular technologies (SIM provisioning, LTE, NB-IoT).
• Exposure to networking fundamentals (IP, DNS, VPNs, routing).
• Prior experience in operations, service desk, or customer success roles.

Why Pelion

Pelion: IoT Connectivity Made Effortless.

Pelion provides the world’s best connectivity for the world’s biggest names, and the most innovative IoT devices. We can only do this by working with the most innovative people.

Join Pelion and become part of a deeply connected and collaborative community, where mutual support and collective growth drive us forward. Embrace change with us as we lead the evolution of IoT, fostering clarity, trust, and accountability in our mission to create a well-connected world for everyone.

If you’re ready to thrive in an incredible team and lead in one of the fastest growing technology sectors, we want you on our team!

Equal Opportunity Employer

Pelion is an IoT connectivity MVNO that provides simple, secure connectivity for IoT devices. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

We are committed to creating a diverse environment and are proud to be an equal opportunity employer.