SupportNinja
SupportNinja
1.001 – 5.000 Angajați
B2BSaaS
SupportNinja oferă servicii flexibile de externalizare pentru companiile care au nevoie să își extindă capacitățile fără să își mărească proporțional numărul de angajați interni. Activitatea sa acoperă experiența clienților, asistența pentru clienți și suportul tehnic, moderarea conținutului, prelucrarea datelor, precum și finanțele și contabilitatea. Compania combină furnizarea de servicii adaptate cu soluții bazate pe inteligență artificială pentru a ajuta peste 200 de companii să își îmbunătățească operațiunile și să urmărească dezvoltarea. Înființată în 2015, SupportNinja activează în domeniile B2B și SaaS.

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.

Descriere

  • 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

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 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

Beneficii

  • 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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