Technical Support Representative II (Portuguese, English)

Work Setup: Remote

Salary: RON 10,000 Gross 

Contract type: Full time employment

Equipment Details: Bring Your Own Device (BYOD)

What does a day in the life as a Technical Support Representative II look like?

• Providing first-line technical support to our global customer base.

• Monitoring and responding to support tickets through our ticketing system.

• Performing initial troubleshooting and issue analysis.

• Escalating complex issues to Tier 2 or Engineering when required.

• Managing customer communication and ensuring timely updates in accordance with our SLA commitments.

• Providing remote technical support to Field Service Engineers while they are working onsite at customer locations.

What are the required qualifications of a Technical Support Representative II?

• Experience: 2+ years of experience in technical support, supporting IoT devices, field hardware, and networking systems.

• Networking Fundamentals: Solid grasp of the TCP/IP model (e.g., Transport Layer: handles end-to-end communication, flow control, and error recovery via TCP/UDP), Static IP vs. DHCP reservations, NTP time synchronization, MAC-address whitelisting, and Wi-Fi bands (2.4 GHz vs. 5 GHz).

• IoT Device Lifecycle: Practical experience with Gateways, Sensors, and Routers—including provisioning, asset mapping, field commissioning, and Over-The-Air (OTA) firmware updates.

• Cellular Connectivity: Understanding of SIM lifecycle operations (activations, suspensions, expiration, ICCID/IMEI verification, roaming), custom APN authentication, and cellular failover/interface priority settings.

• RF & Signal Metrics: Ability to read and analyze wireless signal health metrics, including RSSI, SNR, RSRP, SINR, and BLE signal metrics.

• Cloud Platform & Security: Familiarity with cloud platforms (AWS, Azure, or GCP), implementing least-privilege access, secure remote access via bastion hosts, and managing identity protocols (SSO, OAuth, MFA).

• Protocols & Tooling Exposure: Familiarity  /  Basic knowledge of common communication protocols and APIs :  MQTT /  HTTPS/  Websockets /  Webhooks / REST APIs. 

  • Familiarity  /  Basic knowledge  with tools such as Postman, Developer tools, Wireshark, any observability platform applications (e.g., Kibana, Groundcover, or similar troubleshooting tools) is a plus.

• Strong Portuguese and English communication skills, both verbal and written

Benefits: 

• 21 Days Annual Leave Credits

• Medical

• Remote Work Allowance (400 lei gross/month)

• Meal tickets (40 lei/working day)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/5UM34Z41mwCdLOkMpYGtD

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.