Technical Support Engineer

WHAT WE’RE ALL ABOUT: 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. Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. IOT… A FANCY ACRONYM OR A SECRET CODE? The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected. TECHNICAL SUPPORT ENGINEER – COM4 ABOUT US Com4 is a leading global service provider in the Internet of Things (IoT), also known as “Machine to Machine” (M2M). We offer mobile data subscriptions tailored to our customers' applications in their connected devices and equipment. This connectivity enables innovative solutions across many sectors, such as energy, security, transport, and welfare technologies. Com4 is a significant player in the Norwegian telecom market, with a 50% market share in the IoT segment. Through roaming agreements, we offer IoT communication on 2G/3G/4G/5G across 700 networks globally. As a Mobile Virtual Network Operator (MVNO), Com4 has its own mobile core network and a portfolio of Business Support Systems (BSS) and Operational Support Systems (OSS). ABOUT THE ROLE Com4 delivers B2B connectivity, that is to companies that sell “connected devices” and belonging services to their customers / end users. Our customers provides its services in many industries, such as reading of electricity meters, payment terminals, handling of EV/electric car chargers, security cameras, agricultural technology and more. We support our customers with hardware, SIM cards and mobile data subscription with coverage both in Norway, Europe and globally. We offer also satellite coverage and fixed wireless broadband (FWA). We help customers to manage their subscriptions in one own customer portal (Connectivity Management Platform, CMP) both via user interface and API.  Responsibility - and work tasks : * Respond to B2B support inquiries. * Cover 1st and 2nd line support (primarily 2nd line tasks) * Collaboration with both technical 3rd line and with the sales organization * Logistics and organization in the form of handling of orders, shipments and warehouse management of SIM cards, routers and hardware * Some delivery in the form of putting up systems and few the customer in progress at needs. * Assist customers and delivery with setup and use of the customer portal (CMP). * You must communicate well on both Norwegian and English – spoken and in writing . We will consider both senior candidates with extensive experience and juniors with shorter experience, and can adapt tasks and responsibilities in line with the candidate's profile. We are looking for someone who is solution-oriented and fearless when facing complicated tasks. We value good cooperation and communication skills, while it is also crucial to work independently and proactively within your own field of expertise. WE OFFER Com4 is a highly attractive workplace. We have a flexible and growth-oriented entrepreneurial culture, while offering security and competitive terms. We have an excellent working environment—here you will find pleasant and competent colleagues in a team that helps each other and works together as one. We place great emphasis on the social aspect, including regular events and celebration of successes with company trips, etc. We offer state-of-the-art premises in the tech hub that has emerged at Løren/Hasle-Linje. We expect independence and commitment from you, and in return offer flexibility regarding home office and the choice of work tools that suit you. ABOUT THE EMPLOYER Com4 is a mobile operator offering communication services for the growth market of the Internet of Things (IoT). Com4 is a company based in Oslo with solid finances after many years as a market winner in Norway. Our owner is the Wireless Logic Group in the UK, a recognized leader in the Managed IoT industry globally, with 12 million SIMs worldwide and operations in more than 10 countries.  #LI-Hybrid #LI-CC1   We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.   Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.   By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code. Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic. WHAT YOU’LL DO As a member of our technical support engineering team, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as our customers' developers. Your primary responsibilities will include handling customer escalations through our ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience. Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback to our product team on common challenges and influencing our product roadmap. Through your interactions with individual customers, you will help improve our product for everyone. Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome. RESPONSIBILITIES * Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. * Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team. * Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product. * Design and assist in implementing a comprehensive knowledge base to assist customers with using our product. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 2+ years of work experience in a B2B customer-facing technical support organization or in engineering * Experience working closely with engineering teams and providing technical feedback on customer issues * Ability to debug and triage bugs and escalations from customers * Can communicate technical capabilities of the product to customers * Experience writing scripts or internal tools using APIs, and functional knowledge of SQL * Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly * A mindset of customer empathy and ability to solve challenging problems PREFERRED QUALIFICATIONS * Experience as an early or founding member of a support team, including building processes from scratch * Startup experience and familiarity with scaling a support team * Programming experience in one or more of Typescript, Python, or Ruby * You have worked on modern enterprise software which is business critical * Experience creating knowledge base articles and internal documentation * Familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar