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.

Technical Support Representative II – IoT and Networking | Italian, French, English | Romania Remote

Provide remote technical support for IoT devices, networking, and cloud connectivity to SupportNinja’s global customers. Assist field engineers and resolve tickets within SLA commitments.

Description

  • Deliver first-line technical support to customers worldwide
  • Monitor and address incoming tickets in the support platform
  • Conduct initial troubleshooting and analyze reported issues
  • Refer complex cases to Tier 2 or Engineering as appropriate
  • Keep customers informed with timely updates aligned with SLA commitments
  • 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 the TCP/IP model, including TCP and UDP
  • Working knowledge of static IP addresses and DHCP reservations
  • Knowledge of NTP-based time synchronization
  • Understanding of MAC address whitelisting
  • Knowledge of 2.4 GHz and 5 GHz Wi-Fi bands
  • Hands-on experience with gateways, sensors, and routers, including provisioning, asset mapping, field commissioning, and OTA firmware updates
  • Understanding 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 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
  • Familiarity with Postman, browser Developer Tools, Wireshark, and observability platforms such as Kibana or Groundcover is a plus
  • Excellent spoken and written communication skills in Italian, French, and English

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
  • A fun, growth-oriented work experience

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