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, Spanish, Portuguese & English (Romania Remote)

SupportNinja is hiring a remote Technical Support Representative II to provide first-line assistance to a global IoT customer base. The role covers troubleshooting networks, devices, connectivity, and cloud access, with complex cases escalated as needed.

Descriere

  • Deliver first-line technical support to customers worldwide
  • Track and answer support tickets in the ticketing system
  • Conduct initial troubleshooting and analyze reported issues
  • Refer complex problems to Tier 2 or Engineering when appropriate
  • Keep customers informed with timely updates aligned with SLA commitments
  • Assist Field Service Engineers remotely while they work at customer sites

Cerințe

  • At least 2 years of technical support experience involving IoT devices, field hardware, and networking systems
  • Strong understanding of the TCP/IP model, including TCP and UDP
  • Knowledge of static IP addresses and DHCP reservations
  • Knowledge of NTP time synchronization
  • Knowledge of MAC address whitelisting
  • Understanding 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 activations, suspensions, 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 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 tools such as Kibana or Groundcover is a plus
  • Strong spoken and written Spanish, Portuguese, and English communication skills
  • Ability to work with a bring-your-own-device setup

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 work experience focused on continued growth

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