Technical Support Representative II, Italian, Portuguese, English
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Job Description
Technical Support Representative II providing remote troubleshooting and ticket support for SupportNinja’s global IoT customer base. Supporting field engineers with networking, cloud, cellular, and device lifecycle issues.
Responsibilities:
- Provide first-line technical support to a 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 provide 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, including TCP/UDP
- Knowledge of 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 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 AWS, Azure, or GCP
- Knowledge of least-privilege access, bastion hosts, SSO, OAuth, and MFA
- Familiarity/basic knowledge of MQTT, HTTPS, WebSockets, Webhooks, and REST APIs
- Familiarity/basic knowledge with Postman, developer tools, Wireshark, and observability platforms such as Kibana or Groundcover is a plus
- Strong Italian, Portuguese, 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)
- Experience infinite fun so you can have infinite growth
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