Senior Technical Support Engineer
Webbing
IoTTCP/IP
Senior Technical Support Engineer
Webbing
full-time
Posted on:
Origin: • 🇷🇴 Romania
Visit company websiteJob Level
Senior
Tech Stack
IoTTCP/IP
About the role
- Lead investigation and resolution of service incidents; utilize internal tools, platforms, and APIs to diagnose technical issues.
- Train and mentor junior team members; conduct internal workshops and knowledge-sharing sessions.
- Act as technical point of contact for escalated customer cases; collaborate with internal and external teams to resolve high-impact issues.
- Attend client meetings to provide expert technical insights; ensure SLA adherence, customer communication, and incident transparency.
- Perform root cause analysis and post-incident reporting; draft and maintain customer-facing incident notifications.
- Develop and maintain internal knowledge base articles and technical guides; identify recurring issues and contribute to proactive support strategies.
- Work closely with internal teams on bugs and platform issues; participate in rotating on-call schedule for critical after-hours support.
- Manage incident response, documentation, and communications during on-call shifts.
- Create support KPIs, SIM utilization, and incident reports; analyse data using Excel and Power BI.
Requirements
- 5+ years in customer and technical support roles within a telecom, IoT, or network provider environment.
- Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
- Completed or currently pursuing an education in telecommunications.
- Strong understanding of IP networking, Packet core, and Telecom protocols (e.g., TCP/IP, SIP, GTP).
- Familiarity with monitoring-tracing tools (e.g., Sigos, OSIX).
- Hands-on experience with ticketing system (Zendesk) and monitoring platforms.
- Comfortable working with spreadsheets, formulas, and data analysis tools (Excel pivot tables, advanced formulas).
- Experience analyzing data using Power BI.
- Fluent written and verbal English communication skills.
- Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an on-call rotation as required.
