Bilingual Technical Support Representative II, Italian, English

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

📋 Description

• Deliver first-tier technical support to a worldwide clientele.

• Track and address support requests via the ticketing system.

• Conduct initial troubleshooting and analyze issues.

• Forward complex problems to Tier 2 or Engineering when necessary.

• Oversee customer interactions and provide timely updates in line with SLA agreements.

• Offer remote technical assistance to Field Service Engineers at customer locations.

⛳️ Requirements

• A 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 vs. 5 GHz).

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

• Knowledge of SIM lifecycle operations, including activations, suspensions, expirations, 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.

• Familiarity with cloud services such as AWS, Azure, or GCP.

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

• Basic familiarity with MQTT, HTTPS, WebSockets, Webhooks, and REST APIs.

• Excellent communication skills in both Italian and English, both verbal and written.

• Experience with Postman, Developer tools, Wireshark, and observability platforms is advantageous.

🏝️ Benefits

• 21 Days of Annual Leave Credits.

• Medical coverage.

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

• Meal tickets (40 lei/working day).

• BYOD work setup.

• Access to infinite fun opportunities for continuous growth.