SupportNinja
SupportNinja
1,001 – 5,000 Employees
B2BSaaS
SupportNinja provides flexible outsourcing services for businesses that need to expand their capabilities without proportionally increasing internal headcount. Its work spans customer experience, customer and technical support, content moderation, data processing, and finance and accounting. The company combines tailored service delivery with AI-enabled solutions to help more than 200 businesses improve operations and pursue growth. Founded in 2015, SupportNinja operates in the B2B and SaaS space.

Bilingual Technical Support Representative II French English - Remote Romania

SupportNinja is hiring a bilingual Technical Support Representative II in Romania to assist global IoT customers. The role covers device, network, cloud, and connectivity troubleshooting while managing tickets against service-level commitments.

Description

  • Deliver first-line technical support to customers worldwide
  • Track and answer incoming support tickets in the ticketing system
  • Conduct initial troubleshooting and analyze reported issues
  • Escalate complex cases to Tier 2 or Engineering as needed
  • Communicate with customers and provide timely updates in line with SLA commitments
  • Offer remote technical assistance to Field Service Engineers working at customer sites

Requirements

  • At least two years of technical support experience involving IoT devices, field hardware, and networking systems
  • Strong understanding of TCP/IP, static IP addresses versus DHCP reservations, NTP synchronization, MAC-address whitelisting, and 2.4 GHz versus 5 GHz Wi-Fi
  • Hands-on experience provisioning gateways, sensors, and routers, mapping assets, commissioning field equipment, and deploying over-the-air firmware updates
  • Knowledge of SIM lifecycle processes, including activation, suspension, expiration, ICCID and IMEI checks, roaming, custom APN authentication, and cellular failover or interface-priority settings
  • Ability to interpret RSSI, SNR, RSRP, SINR, and BLE signal measurements
  • Working familiarity with AWS, Azure, or Google Cloud Platform
  • Understanding of least-privilege access, bastion-host remote access, SSO, OAuth, and MFA
  • Basic familiarity with MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
  • Familiarity with Postman, browser developer tools, Wireshark, and observability tools such as Kibana or Groundcover is an advantage
  • Excellent spoken and written French and English communication skills

Benefits

  • 21 days of annual leave credits
  • Medical coverage
  • Remote work allowance of 400 lei gross per month
  • Meal tickets worth 40 lei per working day
  • Bring-your-own-device arrangement
  • A culture focused on fun and growth

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