Webbing

Senior Technical Support Engineer

Webbing

full-time

Posted on:

Location: 🇷🇴 Romania

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Job 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.
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