[Hiring] Technical Customer Success Engineer @Team8

Role Description

• Onboard and support customers in deploying IoT devices, ensuring smooth network connectivity.
• Troubleshoot IoT connectivity issues (e.g., TCP/IP, DNS, VPN, NAT) and perform packet analysis using tools like Wireshark.
• Train customers on Monogoto’s backend and API usage to maximize their use of the platform.
• Configure network preferences and enable features such as reverse access for IoT devices using the Monogoto admin portal.
• Provide regular account reviews, monitor network health metrics, and proactively resolve issues.
• Collaborate with internal teams to resolve escalated problems and ensure customer satisfaction.
• Contribute to Monogoto technical documentation and develop internal tools to better serve our customers.
• You’ll support French-speaking customers 30% of the time.
• Own selective CSM backoffice projects.

Qualifications

• Technician degree.
• Fluent English, excellent customer-facing and communication skills (verbal and written).
• Fluent French (Professional verbal and written) - Mandatory.
• Ability to manage time efficiently and work with minimal supervision.
• Create short videos to explain troubleshooting steps.
• Good Microsoft Excel skills.
• Ability to work efficiently and meet deadlines.
• Good communication and problem-solving skills.
• Experience with Zendesk - advantage.
• Experience with Kibana - advantage.
• Creating/using API or scripts - Mandatory.
• Have experience using helpdesk software - advantage.
• Have experience in IoT or telecommunications industries - advantage.
• Have experience in creating user guides or tutorial videos - advantage.

Preferred Skills

• Understanding of cellular network technology and SIM card functionality.

Requirements

• 3-5 years in technical support / helpdesk / telecom / IoT.
• Ability to troubleshoot networking basics (TCP/IP, DNS, VPN).
• Love customer interaction and can explain technical concepts clearly.
• Fluent in French + English.