Technical Support Representative II, Portuguese, English

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

📋 Description

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

• Oversee and address support tickets using the ticketing system.

• Conduct preliminary troubleshooting and issue evaluation.

• Refer complex problems to Tier 2 or Engineering as needed.

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

• Provide remote technical support to Field Service Engineers while they are on-site at customer locations.

⛳️ Requirements

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

• Comprehensive understanding of the TCP/IP model, differences between static IP and DHCP reservations, NTP time synchronization, MAC-address whitelisting, and 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 operations, including activations, suspensions, expirations, 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.

• Acquainted with AWS, Azure, or GCP; least-privilege access; bastion hosts; SSO, OAuth, and MFA.

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

• Proficient in Portuguese and English, both spoken and written.

• Basic knowledge of Postman, Developer Tools, Wireshark, and observability platforms such as Kibana or Groundcover is an advantage.

🏝️ Benefits

• 21 Days of Annual Leave Credits.

• Medical coverage.

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

• Meal tickets (40 lei/working day).

• Bring Your Own Device (BYOD) policy.

• Experience limitless fun to facilitate infinite growth.