[Hiring] Bilingual Technical Support Representative II @Ninja Partners LLC

Role Description

• 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.

Qualifications

• 2+ years of experience in technical support, supporting IoT devices, field hardware, and networking systems.
• 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).
• Practical experience with Gateways, Sensors, and Routers—including provisioning, asset mapping, field commissioning, and Over-The-Air (OTA) firmware updates.
• Understanding of SIM lifecycle operations (activations, suspensions, expiration, ICCID/IMEI verification, roaming), custom APN authentication, and cellular failover/interface priority settings.
• Ability to read and analyze wireless signal health metrics, including RSSI, SNR, RSRP, SINR, and BLE signal metrics.
• 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).
• 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 Spanish 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)