Technical Support & Network Engineer

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!  But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

As a Technical Support Engineer - Networking & IoT, you are the primary technical point of contact for customers and internal teams regarding IoT connectivity, networking, hardware and VPN solutions. 

You combine strong technical expertise with a customer-first mindset. You investigate complex technical issues, advise customers on the most suitable solutions and ensure that incidents are not only resolved quickly, but prevented from recurring wherever possible. 

This role is not a traditional end-user support position. We are looking for engineers who enjoy solving technical infrastructure, networking and connectivity issues rather than primarily supporting desktop or office IT environments.   

We are looking for a technically strong medior/senior Technical Support Engineer with excellent troubleshooting skills. Experience with networking is a strong advantage, but we also welcome engineers who are ready to take the next step into networking and IoT connectivity. Wireless Logic actively invests in your professional growth through training, certifications and development programmes. 

Experience with Palo Alto is an advantage, but certainly not a requirement. 

Core technologies 

• 4G & 5G IoT connectivity  

• SIM management platforms  

• Logging & troubleshooting tools  

• Industrial routers  

• Cisco platforms  

• Palo Alto Firewalls  

• VPN technologies  

• Enterprise networking 

• →Configure hardware according to internal standards and customer requirements 

• →Analyse log files and independently determine the root cause of technical issues 

• →Support customers with VPN configurations, network connectivity and technical troubleshooting.  

• →Liaise with our UK headquarters regarding technical escalations and support 

• →Work with various internal management systems and portals 

• →Advise customers on suitable technical solutions and configurations 

• →Identify commercial opportunities during customer interactions and coordinate these with Sales 

• →Document solutions and findings within the ticketing system 

• →Contribute to knowledge base articles, documentation and internal work instructions 

• →Collaborate with Customer Success, Support, Network Operations, SysOps, Development and Sales to implement structural improvements 

• →Handle customer data and network access in accordance with our security policies 

Experience 

• At least 2 years of experience in a technical support role with a strong focus on complex troubleshooting, infrastructure or networking.  

• Proven experience independently investigating complex technical issues using logs, diagnostics and structured root cause analysis. 

• You take ownership of your own customer cases and actively manage progress 

• You proactively keep customers informed and independently coordinate with suppliers and external parties whenever required 

• Hands-on experience with networking technologies and infrastructure is considered a strong advantage. Candidates who have a solid second-line technical support background and are ready to further develop their networking and infrastructure skills are also encouraged to apply. 

You don't need to be an expert in every technology we use. If you have a strong technical foundation, enjoy solving complex problems and are eager to expand your networking knowledge, we'll provide the opportunity to grow. 

Required 

• Strong analytical and troubleshooting skills with the ability to investigate technical issues independently.  

• Good understanding of TCP/IP networking fundamentals, including IP networking, DNS and DHCP.  

• Ability to analyse log files and identify technical root causes.  

• Able to explain technical concepts clearly to both technical and non-technical audiences.  

• Analytical, accurate and solution-oriented.  

• Experience configuring routers and 4G/5G networking equipment.  

• Knowledge of NAT, Routing and VPN technologies.  

• Familiarity with IPsec, Remote Access VPN and Hairpin VPN concepts.  

• Experience with enterprise firewalls such as Palo Alto is considered an advantage. 

• Basic knowledge of Linux operating systems and command-line troubleshooting is considered an advantage.  

We do not expect you to know everything from day one. More importantly, we value curiosity and the ability to make effective use of every available source of knowledge, including colleagues, suppliers, documentation, AI tools and publicly available technical resources, to deliver the best possible solution for our customers. 

You are someone who takes ownership and enjoys being responsible for your own work. 

You take initiative rather than waiting for others, think ahead and are comfortable making decisions. At the same time, you recognise when collaboration or escalation is the right approach. 

You look beyond simply resolving incidents and consider long-term solutions, customer impact and the wider implications for the organisation. 

You enjoy working within a close-knit team where sharing knowledge comes naturally and colleagues actively help each other succeed. 

• MBO+/Bachelor working and thinking level, preferably in ICT, Networking or a related discipline, or demonstrable equivalent experience through at least three years in a complex second-line technical support environment 

• Excellent command of the Dutch language 

• Good command of the English language, both spoken and written 

• Own transportation to our Eindhoven office (not dependent on public transport) 

• Willing to work from our Eindhoven office five days per week 

We actively invest in people who want to grow. 

Depending on your ambitions and development, we offer training, certifications and professional development in networking, security, VPN technologies and IoT connectivity. 

Over time, you will have the opportunity to further develop your skills within Network Operations. You will be trained to support our Network Operations Engineers during holidays, absences and peak periods. This allows you to broaden your technical expertise and contribute to more complex networking challenges, while your primary role remains that of a Technical Support Engineer - Networking & IoT.