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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.
Descriere
- 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
Cerințe
- 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
Beneficii
- 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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