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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.
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Bilingual Technical Support Representative II (Spanish-English) - Romania Remote

Provide remote technical support to SupportNinja’s global IoT customers. Troubleshoot networking, cloud, cellular, and connected-device issues while managing support tickets against SLA commitments.

RORomania
lei 10,000 / month
RemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredSpanish RequiredSupport Engineer
AWSAzureCloudGoogle Cloud PlatformIoTTCP/IP

Description

  • Deliver first-line technical support to customers worldwide
  • Track and respond to support tickets through the ticketing system
  • Conduct initial troubleshooting and analyze reported issues
  • Escalate complex cases to Tier 2 or Engineering as needed
  • Maintain customer communication and provide timely SLA-aligned updates
  • Support Field Service Engineers remotely while they work 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 bands
  • Hands-on experience provisioning Gateways, Sensors, and Routers, including asset mapping, field commissioning, and over-the-air firmware updates
  • Knowledge of SIM lifecycle processes, including activation, suspension, expiration, ICCID and IMEI verification, roaming, custom APN authentication, and cellular failover or interface-priority settings
  • Ability to interpret RSSI, SNR, RSRP, SINR, and BLE signal metrics
  • Familiarity with AWS, Azure, or GCP; least-privilege access; bastion-host remote access; and SSO, OAuth, and MFA identity protocols
  • Basic familiarity with MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
  • Familiarity with Postman, browser developer tools, Wireshark, and observability platforms such as Kibana or Groundcover is a plus
  • Strong written and verbal communication skills in Spanish and English

Benefits

  • 21 days of annual leave
  • 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 fun work environment focused on continued growth

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