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.

Technical Support Representative II – IoT, Italian, Portuguese and English (Remote Romania)

Provide remote technical support for a global IoT customer base, troubleshooting networking, cloud, cellular, and device lifecycle issues. Support field engineers through ticket management, issue analysis, and timely customer communication.

Descriere

  • Deliver first-line technical support to customers worldwide
  • Monitor and resolve support requests in the ticketing system
  • Conduct initial troubleshooting and analyze reported issues
  • Refer complex problems to Tier 2 support or Engineering as needed
  • Keep customers informed with prompt updates aligned with SLA commitments
  • 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, including TCP and UDP
  • Working knowledge of static IP addresses, DHCP reservations, NTP synchronization, MAC address allowlisting, and 2.4 GHz versus 5 GHz Wi-Fi
  • Hands-on experience with gateways, sensors, and routers, including provisioning, asset mapping, field commissioning, and over-the-air firmware updates
  • Understanding of SIM lifecycle management, including activation, suspension, expiration, ICCID and IMEI validation, 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 advantageous
  • Excellent spoken and written communication skills in Italian, Portuguese, 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
  • A fun workplace focused on continuous growth

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