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.
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.
Vacancy: Technical Support & Network Engineer (Medior/Senior)
Location: Eindhoven (Full-time, 40 hours per week, office-based, 5 days a week)
Reports to: Head of Operations
About Operations at Wireless Logic Benelux
Let's help our customers succeed, together.
Operations exists to enable our customers' success by delivering reliable, secure and scalable connectivity solutions.
We bridge the gap between what our customers want to achieve, what Sales sells, what Development builds and what customers ultimately experience. By doing so, we ensure that Wireless Logic delivers on its promises as one unified organisation.
We do not see Operations as a ticket-handling department. We are a technical knowledge partner for both our customers and our colleagues. We look beyond today's solution by considering risk, scalability, security and the overall impact on our services.
We take ownership, remain calm under pressure and continuously improve the way we work, so our customers can rely on us when it matters most.
About the role
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.
Technologies you will work with
Core technologies
- Logging & troubleshooting tools
Technologies you will develop in
Key responsibilities
You will be responsible for receiving, investigating and resolving technical support requests via phone, email and our ticketing system, including:
- SIM cards and mobile connectivity
- Hardware configuration of routers, gateways and modems
- Provide first and second-line support for VPN solutions, while further developing your expertise in technologies such as IPsec and Remote Access VPNs.
In addition, you will:
- 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
What you bring
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.
Knowledge and skills
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.
Preferred
- 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.
Personal qualities
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.
Requirements
- 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
Career development
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.
What we offer
- A challenging technical role within a fast-growing international organisation
- A close-knit team where collaboration comes first
- A high level of autonomy and responsibility
- Training, certifications and ongoing professional development
- Pension scheme with Wireless Logic contributing two-thirds of the premium
- Mileage allowance of €0.23 per kilometre
- An informal working environment where technology, quality and enjoyment go hand in hand
Success measures
Your success will be measured by the impact you create, not simply by the number of tickets you close.
Customer Satisfaction
You provide professional, clear and customer-focused support that builds trust in Wireless Logic.
Technical Quality
You investigate issues thoroughly, resolve them structurally and prevent recurring problems wherever possible.
Resolution Time
You handle incidents efficiently without compromising quality or customer communication.
Documentation & Knowledge Sharing
You maintain complete and accurate documentation and actively contribute to our internal knowledge base.
Risk & Impact Awareness
You identify risks early, implement changes in a controlled manner and safeguard service continuity.
End-to-End Process Awareness
You understand how your work impacts customers as well as departments such as Sales, Finance, Customer Success and Development, and make decisions with the entire business process in mind.
Relationship Management
You build long-term, trusted relationships with customers, suppliers and colleagues, contributing to lasting partnerships.
#LI-Onsite
#LI-CG1
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 ([email protected]) and we will respond to your query as soon as possible.
