Bilingual Technical Support Representative II, Spanish, English
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Job Description
Technical Support Representative providing remote technical support for SupportNinja’s global IoT customers. Troubleshooting networking, cloud, cellular, and connected-device issues while managing SLA-driven support tickets.
Responsibilities:
- Provide first-line technical support to the global customer base
- Monitor and respond to support tickets through the ticketing system
- Perform initial troubleshooting and issue analysis
- Escalate complex issues to Tier 2 or Engineering when required
- Manage customer communication and ensure timely updates according to SLA commitments
- Provide remote technical support to Field Service Engineers working onsite at customer locations
Requirements:
- 2+ years of experience in technical support, supporting IoT devices, field hardware, and networking systems
- Solid grasp of the TCP/IP model, Static IP vs. DHCP reservations, NTP time synchronization, MAC-address whitelisting, and Wi-Fi bands (2.4 GHz vs. 5 GHz)
- Practical experience with Gateways, Sensors, and Routers, including provisioning, asset mapping, field commissioning, and Over-The-Air (OTA) firmware updates
- Understanding of SIM lifecycle operations, including activations, suspensions, expiration, ICCID/IMEI verification, roaming, custom APN authentication, and cellular failover/interface priority settings
- Ability to read and analyze RSSI, SNR, RSRP, SINR, and BLE signal metrics
- Familiarity with cloud platforms (AWS, Azure, or GCP), least-privilege access, secure remote access via bastion hosts, and identity protocols (SSO, OAuth, MFA)
- Familiarity/basic knowledge of MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
- Familiarity/basic knowledge of Postman, Developer tools, Wireshark, and observability platforms such as Kibana, Groundcover, or similar troubleshooting tools is a plus
- Strong Spanish and English communication skills, both verbal and written
Benefits:
- 21 Days Annual Leave Credits
- Medical
- Remote Work Allowance (400 lei gross/month)
- Meal tickets (40 lei/working day)
- Bring Your Own Device (BYOD)
- Experience infinite fun so you can have infinite growth
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