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 – Spanish, Italian & English – Remote Romania

Provide remote technical support for SupportNinja’s global IoT customers. Troubleshoot devices, networks, cloud platforms, and connectivity issues across Spanish, Italian, and English support channels.

Description

  • Deliver first-line technical assistance to customers worldwide
  • Track and answer support tickets through the designated ticketing system
  • Conduct initial troubleshooting and analyze reported issues
  • Refer complex cases to Tier 2 or Engineering teams when necessary
  • 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 TCP/IP concepts, including TCP/UDP, static IP addresses versus DHCP reservations, NTP synchronization, MAC-address whitelisting, and 2.4 GHz versus 5 GHz Wi-Fi bands
  • Hands-on experience with gateways, sensors, and routers, including provisioning, asset mapping, field commissioning, and over-the-air firmware updates
  • Working knowledge of SIM lifecycle processes such as activation, suspension, expiration, ICCID and IMEI validation, roaming, custom APN authentication, and cellular failover or interface-priority configuration
  • Ability to interpret RSSI, SNR, RSRP, SINR, and BLE signal measurements
  • Familiarity with AWS, Azure, or Google Cloud Platform
  • Knowledge of least-privilege principles, bastion-host remote access, SSO, OAuth, and MFA
  • Basic familiarity with MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
  • Basic familiarity with Postman, browser Developer Tools, Wireshark, and observability tools such as Kibana or Groundcover is advantageous
  • Excellent spoken and written communication skills in Spanish, Italian, 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
  • A fun, growth-oriented work experience

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