Customer Support Engineer

Customer Support Engineer - Manila, Philippines (Remote)

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About emnify

emnify is a global IoT connectivity platform provider, enabling enterprises and OEMs to build, deploy, and operate connected products at scale across 180+ countries. Our cloud-native SuperNetwork powers mission-critical use cases in industries such as mobility, logistics, energy, and industrial IoT.

A Series-B scale-up with strong growth momentum, emnify is recognised as one of the industry's leading innovators - named eSIM Provider of the Year at the MVNOs World Awards 2025, awarded Platinum for eSIM Management Platform Innovation by Juniper Research, and ranked among Germany's fastest-growing tech companies by Deloitte.

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Your Role

This role sits within emnify's Customer Support and Operations team, led by Dan Aban, and is part of a close-knit group of around eleven engineers who keep emnify's connectivity services running for business customers around the world. You will own a queue of customer tickets end to end - from first response through investigation and resolution - while also contributing to live network monitoring and first-line incident response. You will work alongside five senior team members and collaborate regularly with Customer Success, Engineering, and Product Management to resolve issues that need more than one team to close.

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Why emnify

IoT connectivity is one of the faster-growing parts of the technology industry, and emnify sits at the centre of it - connecting devices for customers in logistics, energy, mobility, and industrial applications across more than 180 countries. This team is the operational backbone that makes that connectivity reliable for real businesses with real consequences when things go wrong. You would be joining a tenured, stable team where most members have been with emnify for more than four years, which says something about the environment. The role is fully remote, the hours are structured, and the work gives you genuine exposure to cloud infrastructure, mobile networks, and global operations - areas where technical depth compounds over time.

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Your Impact

• Resolve  customer connectivity and technical issues from first contact through to closure, owning each ticket with clear communication at every stage.
• Monitor  live network traffic and respond to automated alerts, acting as the first line of defence when a connectivity issue is detected.
• Collaborate  with Engineering, Product Management, Customer Success, and external network operators to investigate and close issues that cross team boundaries.
• Maintain  recurring network configuration updates based on operator reports, keeping the network environment accurate and current.
• Build  your technical depth in mobile networks, cloud infrastructure, and API troubleshooting, becoming a reliable contributor to emnify's 24/7 support model.

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What We Expect

• A track record in a customer-facing technical support role, supporting business customers rather than consumers.
• Experience owning tickets end to end - investigating the problem, keeping the customer informed, and following through to resolution.
• Strong written and verbal communication skills, including the ability to explain a technical issue clearly to someone who is not technical.
• A structured, methodical approach to troubleshooting - someone who works through a problem logically rather than guessing.
• Familiarity with a ticketing platform such as Zendesk, Jira Service Management, or a comparable tool.
• A basic working understanding of technical systems - cloud environments, connectivity, or networks - enough to learn emnify's environment with support.
• Comfort with a rotating shift model, including European hours during training and a broader rotation - including some nights and weekends - after approximately three months.
• The ability to work reliably from home, with consistent follow-through and day-to-day communication.
• Based in Metro Manila or within practical travel distance for an initial equipment pickup in Manila.
• Coachability - we want someone who is excited to grow with us.

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Your First 6 Months

In your first few weeks, you will focus on building your foundation - learning emnify's product, support processes, tools, and the way the team operates, shadowing senior colleagues across both customer support and network monitoring activities.

By month two or three, you will begin handling customer tickets with supervision, practising your troubleshooting approach and getting regular feedback on your technical reasoning and customer communication before moving toward independent ownership.

By the halfway mark, you will be operating independently across a broader range of customer issues, contributing to network monitoring and incident response, and taking your place in the wider shift rotation - including coverage for customers in different regions.

Over the full six months, the goal is for you to become a dependable part of the team's 24/7 model without needing constant direction, and to have a clear picture of where you want to develop your technical expertise next.

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Why It Might Not Be a Match

• If you prefer working fixed, predictable hours, this role may not suit you. After an initial training period on European hours, you will move into a rotation that includes nights and weekends, and that is a permanent part of how the team operates.
• If you are more comfortable being assigned tasks than owning problems, this will be a stretch. The team expects you to take a ticket, investigate it, keep the customer updated, and close it out - without needing to be prompted at each step.
• If you are looking for a role where the technical domain is already familiar, this one asks for something different. emnify's environment - mobile networks, cloud connectivity, IoT infrastructure - is specific, and a meaningful part of the first few months is dedicated to learning it. That investment only pays off if you find the subject area genuinely interesting.