Technical Support Specialist I

Technical Support Specialist

Iridium is seeking an entry-level Technical Support Specialist who is motivated to learn, develop foundational technical skills, and support our global network of service providers and internal partners. This role is ideal for someone who enjoys problem-solving, working collaboratively, and gaining hands-on experience with Iridium's voice and data products.

In this role, you'll provide Tier 2 support by following established procedures, applying available resources, and escalating issues when necessary. You will build technical competence through structured training, guided troubleshooting, and participation in team initiatives.

What You'll Do:

• Provide Tier 2/second-level support and troubleshooting to Iridium Service Providers and Customers for all Iridium voice and data products and services.
• Verify and expand on troubleshooting completed by partners, reattempting steps as needed using documented methods.
• Assist in timely resolution of reported issues while accurately documenting and tracking all activity in the appropriate systems.
• Ability to meet or exceed all KPI's including accuracy and SLA.
• Respond to general inquiries received through the Iridium public website and route or address them as appropriate.
• Participate in testing new Iridium products, services, applications, and firmware under the direction of senior team members prior to commercial release.
• Collaborate with teammates and other departments to support workflow and broader team initiatives.
• Develop and grow knowledge of Iridium's products, services, systems, and customer use cases.
• Understand or have the ability to seek guidance from managers or senior technicians when issues extend beyond your experience or scope to escalate.
• Work within established processes while contributing ideas for improvements as you develop more familiarity with systems and procedures.

What You'll Need to Succeed:

• Associate's degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent relevant work experience.
• Strong verbal and written communication skills with the ability to clearly communicate technical information.
• Ability to follow troubleshooting procedures, utilizing available resources, apply feedback, and ask for help when needed.
• Strong attention to detail with the ability to document issues clearly and work with accuracy.
• Ability to multitask, prioritize, and complete assigned tasks on time with mostly error-free performance.
• Adaptability to a dynamic environment, think critically willingness to take direction, and an eagerness to learn and grow professionally.
• A collaborative and team-oriented approach, with the ability to cultivate positive relationships within the team.
• Ability to interpret ambiguous situations, work in gray areas and determine the best course of action when information is incomplete.
• Take a proactive approach to both learning and problem‑solving, seeking out opportunities to grow skills and resolve issues effectively.

Things That Would Be Great If You Brought To The Table:

• Experience in a help desk, technical support, wireless/cellular/satellite environment, or technical call center.
• Familiarity with PC, Mac, or Linux systems; iOS/Android environments.
• Basic understanding of networking components and concepts.
• Exposure to Satellite, GSM/Cellular, RF, or Electrical/Electronics concepts.
• Experience with maritime or aviation satellite communications.
• CompTIA A+, Network+, or similar certifications.
• Foreign language proficiency.

We'll Also Need You To:

• Be flexible to support nights, weekends, and holidays as part of a 24x7 operational environment.
• Maintain consistent adherence to company and team policies, including scheduled in‑office work requirements and guidelines outlined in the employee handbook.
• Be a U.S. Citizen

Work Environment:

This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer.

We believe in-person connection drives innovation, strengthens mentorship, and builds culture, while flexibility enables employees to do their best work. Under Iridium's Hybrid Work Policy, employees are expected to work at least three days per week (approximately 60%) in an Iridium office to support collaboration, relationship-building, and professional growth.

This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed.

Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.