Firstline Support Engineer

WirelessCar’s Journey

To give people the freedom to move in a safer, more sustainable and smart way, more sharable, connected and software-loaded cars are needed. That’s why we aim to accelerate the digital transformation in the automotive industry and in the next few years infuse over 100 million cars with digital services that turn car data to smart mobility! Join our ride and get in the driver’s seat to realize this together with customers like Volkswagen, Volvo Cars and Jaguar Land Rover!

About the Role

As a First Line Support Engineer within our Customer Experience organization, you will be part of a global team responsible for providing 24/7 operational support to WirelessCar’s customers.

You will serve as a first point of contact for support requests and service-related issues. You will also monitor business-critical services operating across global markets and help ensure that incidents are handled and communicated in a timely and professional manner.

This role requires close collaboration with customers, internal technical teams, and other stakeholders. It is well suited to someone who is customer-focused, service-minded, and comfortable working in a fast-paced, multicultural environment.

Working Hours

This position is part of a 24/7 support function and requires participation in a rotating shift schedule.

You will normally work approximately three to four shifts per week and regularly have five to seven consecutive days off, depending on the shift schedule.

We have a well-established shift-planning approach designed to maintain service continuity while supporting a healthy balance between work and personal life.

What You Will Do

Your responsibilities will include:

• Receive and handle support requests, malfunction reports, and incidents submitted by customers through email and support tickets.
• Manage support tickets and functional mailboxes throughout the support process.
• Monitor business-critical services and respond to alerts in accordance with established procedures.
• Escalate incidents and service issues to the appropriate internal teams.
• Communicate and coordinate with customers, technical teams, and other internal stakeholders.
• Support the coordination of major incidents and provide customers with timely and accurate updates.
• Maintain clear documentation and ensure effective handovers between shifts.
• Contribute to the continuous improvement of support processes, tools, and ways of working.

What You Bring

We are looking for someone who:

• Has an academic background in IT or a related field, or equivalent practical experience.
• Has a basic understanding of ITIL principles and SLAs.
• Communicates clearly and professionally with both customers and colleagues.
• Works effectively both independently and as part of a team.
• Takes initiative and maintains a customer-focused, service-minded approach.
• Remains organized and professional when working with time-critical incidents.
• Can establish and maintain positive working relationships in a global, multicultural organization.
• Has professional working proficiency in both spoken and written English.

It Is a Plus If You Have

• Previous experience in IT support, helpdesk operations, service monitoring, or a related field.
• Knowledge of telematics or connected-vehicle services.
• Experience with cloud platforms such as AWS or Alibaba Cloud.
• Familiarity with incident management and customer communication in a 24/7 operational environment.