Technical Support Representative II, Italian, Portuguese, English

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

📋 Description

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

• Track and address support tickets via the ticketing platform.

• Conduct preliminary troubleshooting and issue evaluation.

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

• Handle customer communication and ensure timely updates in line with SLA commitments.

• Offer remote technical support to Field Service Engineers operating on-site at customer locations.

⛳️ Requirements

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

• Strong understanding of the TCP/IP model, including TCP and UDP protocols.

• Familiarity with static IP versus DHCP reservations, NTP time synchronization, MAC-address whitelisting, and the differences between Wi-Fi bands (2.4 GHz vs. 5 GHz).

• Hands-on experience with gateways, sensors, and routers, encompassing provisioning, asset mapping, field commissioning, and OTA firmware updates.

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

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

• Experience with 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.

• Foundational knowledge of Postman, developer tools, Wireshark, and observability platforms such as Kibana or Groundcover is an advantage.

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

🏝️ Benefits

• 21 Days of Annual Leave Credits.

• Medical coverage.

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

• Meal tickets (40 lei per working day).

• Experience boundless fun to foster infinite growth.