Support Engineer

3 weeks ago


Laurel, United States Two Six Technologies Full time

The US 1st line Support Engineer is a critical position for Trust Mobile – a cutting edge roaming SIM and app-based messaging platform with security and privacy at its heart.

The Support Engineer performs 1st line support services for our internal customers, on behalf of end customers. The support engineer will be working closely with a UK based 2nd line customer focused support engineer through to the UK office-based product development teams to ensure the smooth and efficient operation of the product.

Key tasks include:

  • Becoming an expert user in the product and services and how they are intended to be used
  • Resolving simple end customer issues, triaging and escalating more complex issues to the 2nd line support structure
  • Troubleshooting and problem solving, identifying product issues leading to fixes

What you will do:

  • Be the voice of the customer
  • Liaise and work closely with internal customers and end customers where appropriate
  • Championing the customer and ensuring the product remains fit for purpose and market
  • Carry out testing of new features and regression testing to ensure previously specified features continue to work
  • Help to maintain product manuals and documentation/presentation

What you will need:

  • Strong people skills
  • Good understanding of how mobile phones and networks work
  • Able to work effectively with multi-functional teams across a variety of organizational levels
  • Root cause analysis and troubleshooting skills
  • Excellent verbal and written communication skills
  • Work independently on a flexible schedule
  • Minimum two years of experience
  • Bachelor's degree in related field (or equivalent experience)

Security Clearance:

  • Active TS/SCI clearance preferred



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