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 (Italian/English) - Romania Remote

Provide remote technical support for SupportNinja’s global IoT customers in Italian and English. Troubleshoot devices, networks, cloud platforms, and connectivity while assisting Field Service Engineers at customer sites.

Description

  • Deliver first-line technical support to customers worldwide
  • Track and answer support tickets through the designated ticketing platform
  • Conduct preliminary troubleshooting and analyze reported technical issues
  • Refer complex cases to Tier 2 support or Engineering as needed
  • Maintain customer communications and provide SLA-aligned progress updates
  • Assist Field Service Engineers remotely while they work at customer locations

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 bands
  • Hands-on experience provisioning gateways, sensors, and routers, mapping assets, commissioning field equipment, and deploying over-the-air firmware updates
  • Working 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
  • Familiarity with AWS, Azure, or Google Cloud Platform
  • Knowledge of least-privilege access, bastion hosts, SSO, OAuth, and MFA
  • Basic familiarity with MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
  • Excellent written and verbal communication skills in Italian and English
  • Experience with Postman, browser developer tools, Wireshark, or observability platforms is advantageous

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 work setup
  • A fun environment focused on growth

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