About the job

About the role

Pelion keeps IoT devices connected for customers in 150+ countries, across 600+ networks, at 99.995% uptime. Our technical support team is the front line of that promise — an externally facing help desk supporting a global customer base of connected businesses, not an internal IT function.

We are looking for a Technical Support Lead to own this function. It is a hands-on role: you will lead a small team of technical support analysts, split across geographies to cover EU and North American time zones, act as the escalation point for complex connectivity issues, and run the ITIL-based processes that sit between Support, Service Delivery and Engineering.

We expect a consistent way of working across the team: real value delivered to the customer, end-to-end ownership of issues, a proactive mindset, and continuous, iterative improvement.

What matters most

Three things define success in this role. If these describe you, we want to talk — even if you don't tick every box below.ITIL, practised — you have worked within ITIL/ITSM frameworks day to day — running incident, problem and change processes in a live service environment, not just holding the certificate.
A hands-on problem-solver — you can personally dig into a technical issue, understand what the data is telling you, drive it to root cause, and guide analysts to the right resolution path.
Externally facing support — you have worked in, run or developed a customer-facing service desk in a mobile, device, telecoms or connected-product environment — supporting external customers, not internal users.

Key responsibilities

Team leadershipLead, coach and develop a small, geographically distributed team of support analysts — regular 1:1s, performance feedback, and skills development across locations and time zones.
Manage scheduling, workload and coverage across EU and North American time zones to meet response and resolution targets.
Act as the primary escalation point for complex or time-sensitive customer issues.
Technical escalation & resolutionServe as the technical escalation point for connectivity, SIM, network and platform issues beyond first-line capability.
Work with Service Delivery Managers and Engineering to drive escalated issues to resolution within agreed timescales, and contribute the support timeline to root cause analysis for major incidents.
Service management (ITIL)Own incident management end to end for support-handled issues — logging, prioritisation, resolution and customer communication — coordinating major incidents with Service Delivery and Engineering.
Drive problem management: spot recurring incidents and work with Engineering to remove root causes permanently rather than firefighting.
Represent the support and customer view at the weekly Change Advisory Board, and keep knowledge management current so learnings, workarounds and known errors are reused.
Performance & improvementOwn the team's SLA performance across response time, resolution time and customer satisfaction, monitoring through HubSpot, Jira and Grafana and acting early on risks.
Produce weekly reporting on volumes, SLA performance, escalation trends and quality, and drive continuous improvement of workflows, escalation paths and the knowledge base.

Skills & experience

EssentialProven experience leading or supervising an externally facing technical support or service desk team in a B2B technology environment.
Hands-on experience running incident and problem management within ITIL/ITSM frameworks in a live service environment (ITIL Foundation or equivalent practical experience).
A solid technical background — comfortable reading between the lines of a connectivity issue and resolving it, not just routing it.
Experience with CRM/ticketing tools (HubSpot, Jira or similar) and a data-literate approach to performance reporting.
Excellent written and verbal communication — able to translate technical complexity into clear, professional customer communications — and sound judgement under pressure.
DesirableBackground in a mobile, IoT, MVNO or telecoms operator environment: cellular fundamentals (2G–5G, LTE-M, NB-IoT), SIM/IMSI/MSISDN concepts, APN configuration, or SIM management platforms.
Networking fundamentals: TCP/IP, DNS, routing, VPN technologies.
Experience contributing to change advisory or QMS-aligned processes.

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Responsibilities