Technical Support Analyst; Level 1 Helpdesk

About us

Stacuity is an innovative, ambitious, and rapidly growing company that provides cutting-edge SaaS platforms to Mobile Network Operators (MNOs), MVNOs, IoT Service Providers, Enterprise Connectivity Providers, and related industries. We have developed our own mobile core network and supporting platforms from the ground up, using a modern, state-of-the-art architecture. Our globally distributed platform enables customers worldwide to manage and secure mobile connectivity for Enterprise and IoT markets.

Privately owned and headquartered in the Isle of Man, with a UK office, Stacuity was founded by industry veterans with a proven track record in business growth. To support our ongoing growth, we are expanding our customer support capability - offering a unique opportunity to join an exceptional, trusted, and valued team.

As a Level 1 Technical Support Analyst, you will be the first point of contact for customers using Stacuity s high-availability connectivity and mobile core SaaS platform. You will provide world-class customer service, take ownership of support tickets, and help customers restore service quickly and confidently. You will also develop and maintain our customer support portal and knowledgebase, ensuring customers and internal teams have clear, accurate, and up-to-date guidance.

First-line customer support (L1)

• Receive, triage, and respond to customer enquiries via the support portal, email, and other agreed channels.
• Own tickets through to resolution where possible, escalating to L2/L3 with clear diagnostics and impact assessment when required.
• Provide timely, professional, and empathetic communications to customers - especially during incidents.
• Meet agreed service targets (e.g., first response time, update frequency, and resolution/closure quality).

Ticket, incident, and communications management

• Log, categorise, prioritise, and track incidents, problems, and service requests using our ticketing tools and processes.
• Support incident coordination by gathering information, maintaining timelines, and ensuring customers and stakeholders receive regular updates.
• Follow runbooks and standard operating procedures (SOPs) to restore service quickly and safely.
• Capture post-incident learning: contribute to RCA inputs, known error records, and corrective actions.

Support portal and knowledge base

• Develop and maintain our customer support portal, ensuring it is organised, easy to navigate, and kept up to date.
• Create and improve knowledgebase articles, FAQs, troubleshooting guides, and "how to" content based on recurring issues and customer needs.
• Work with Engineering and Operations to validate technical accuracy and keep documentation aligned to product changes.
• Promote self-service by making the right information easy to find and consistently high quality.

Technical troubleshooting and service awareness

• Perform first-line diagnostics across networking and platform fundamentals (e.g., IP connectivity, routing/DNS, VPNs, APN configuration, SIM/eSIM provisioning, and common mobile core concepts).
• Use logs, dashboards, and monitoring tools to identify symptoms, validate impact, and support escalation decisions.
• Maintain strong awareness of Stacuity service status and planned maintenance, helping customers understand impact and next steps.

Continuous improvement and teamwork

• Contribute to improving support processes, templates, and tooling to make the function more scalable and consistent.
• Identify recurring issues and suggest product, documentation, or process improvements.
• Collaborate closely with Engineering, Tech Ops, and Product teams to provide a high-quality customer experience.

This role is primarily office hours (Monday to Friday - 9:00 to 17:30) based in our Isle of Man office, with remote working possible by agreement. Flexibility to assist with out-of-hours incident support (24x7) on an occasional basis is an advantage.

Your Qualifications

• Degree (or equivalent) in IT, Computer Science, Networking, or related discipline - or demonstrable practical experience - Desirable
• Industry…