Technical Support Representative II, Spanish, Italian, English

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

📋 Description

• Deliver first-tier technical support to an international customer base.

• Oversee and respond to support tickets via the ticketing system.

• Conduct initial troubleshooting and analyze issues.

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

• Handle customer communications and provide timely updates according to SLA commitments.

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

⛳️ Requirements

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

• Strong understanding of the TCP/IP model, including TCP/UDP, static IP versus 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, covering provisioning, asset mapping, field commissioning, and over-the-air (OTA) firmware updates.

• Knowledge of SIM lifecycle operations, such as 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.

• Familiarity with AWS, Azure, or GCP.

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

• Basic knowledge of MQTT, HTTPS, WebSockets, Webhooks, and REST APIs.

• Basic familiarity with Postman, Developer Tools, Wireshark, and observability platforms such as Kibana or Groundcover is a plus.

• Proficient communication skills in Spanish, Italian, and English, both spoken and written.

🏝️ Benefits

• 21 Days of Annual Leave Credits.

• Medical coverage.

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

• Meal tickets (40 lei/working day).

• Experience infinite fun to enable infinite growth.