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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.
Tavsif
- 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
Talablar
- 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
Imtiyozlar
- 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