Connected Services Project & Support Engineer (1200)

Join a leading organisation specialising in innovative connected fleet and vehicle safety solutions, supporting customers across the UK, Europe, and North America. As a Connected Services Project & Support Engineer, you will play a key role in delivering and maintaining advanced telematics and cloud-based platforms, combining technical support with project delivery. This is an exciting opportunity to work across cutting-edge IoT technologies, collaborating with cross-functional teams to drive service performance, scalability, and continuous improvement in a fast-paced, global environment.

Reporting to
Fleet Services Technical Support Engineer / Connected Services Manager

Purpose of the Role
This role supports both technical project delivery and operational support as Connected Services scales across the UK, USA, Canada and EU. You will collaborate across engineering, product, IT, and customer-facing teams to deliver and maintain the company's connected fleet solutions.

Key Responsibilities
Technical Support & Issue Resolution

• Provide Level 1-2 technical support for Connected Services products including cloud platforms, telematics devices, SIM management tools, and integrations.
• Troubleshoot hardware, firmware, connectivity, and platform issues.
• Support triage workflows and ensure cases are routed correctly.

Project Support & Delivery

• Assist with planning, execution, and monitoring of Connected Services.
• Contribute to platform rollouts, migrations, feature onboarding, and testing.
• Support documentation of workflows, processes, and deployment playbooks

Systems Administration & Data Handling

• Manage tools such as device management, SIM management portals, and subscription databases.
• Maintain accurate service usage records and regional subscription data.
• Support KPI reporting for Connected Services and Halo.

Cross-Functional Collaboration

• Work with engineering, product management, customer service, and regional subsidiaries.
• Support coordination between UK & EU teams during service expansion.
• Provide updates to internal meetings and project stakeholders

Continuous Improvement

• Identify opportunities to streamline support and operational workflows.
• Feed insights back to engineering and product teams.

Person Specification

• Experience with Azure and/or telematics service platforms.
• Familiarity with SIM lifecycle management and M2M/IoT connectivity.
• Experience with ticketing tools such as Zendesk, CRM, or Jira.
• Exposure to project management or technical project delivery.
• Knowledge of our products or similar commercial vehicle safety systems.
• Strong technical troubleshooting capability in cloud services, IoT, telematics, or connected devices.
• Understanding of networking, SIM connectivity, APIs, and cloud concepts.
• Experience supporting hardware and software in commercial environments.
• Strong verbal and written communication skills for effective interaction.
• Decision-making skills, especially in high-pressure situations.
• Flexibility to adapt to changing circumstances and priorities.
• Strong organisational and multitasking abilities to manage multiple priorities effectively.
• Attention to detail in planning, execution, and follow-through.
• Proven track record of achieving and exceeding goals and objectives.
• Proactive, enthusiastic, and driven.
• Flexibility to work beyond normal business hours when required