Bilingual Technical Support Representative II, French, English

This is a fully remote position, open to applicants in Romania.

📋 Description

• Deliver first-line technical assistance to a worldwide customer base.

• Oversee and address support tickets via the ticketing system.

• Conduct initial troubleshooting and issue assessment.

• Refer intricate problems to Tier 2 or Engineering as necessary.

• Handle customer communications and provide timely updates in line with SLA commitments.

• Offer remote technical support to Field Service Engineers operating at customer sites.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, particularly with IoT devices, field hardware, and networking systems.

• Strong understanding of the TCP/IP model, Static IP versus DHCP reservations, NTP time synchronization, MAC-address whitelisting, and Wi-Fi frequency bands (2.4 GHz versus 5 GHz).

• Hands-on experience with Gateways, Sensors, and Routers, including provisioning, asset mapping, field commissioning, and Over-The-Air (OTA) firmware updates.

• Knowledge of SIM lifecycle management, covering activations, suspensions, expiration, ICCID/IMEI verification, roaming, custom APN authentication, and cellular failover/interface priority settings.

• Capability to read and interpret RSSI, SNR, RSRP, SINR, and BLE signal metrics.

• Acquainted with AWS, Azure, or GCP.

• Understanding of least-privilege access, secure remote access via bastion hosts, SSO, OAuth, and MFA.

• Familiarity or basic knowledge of MQTT, HTTPS, WebSockets, Webhooks, and REST APIs.

• Familiarity or basic knowledge of Postman, Developer tools, Wireshark, and observability platforms like Kibana or Groundcover is advantageous.

• Proficient in both French and English, with strong communication skills, both verbal and written.

🏝️ Benefits

• 21 Days Annual Leave Credits.

• Medical coverage.

• Remote Work Allowance (400 lei gross/month).

• Meal tickets (40 lei/working day).

• Bring Your Own Device (BYOD) policy.

• An environment that fosters infinite fun for infinite growth.