Webbing

Technical Support Specialist

Webbing

full-time

Posted on:

Origin:  • 🇱🇻 Latvia

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Salary

💰 €1,600 - €2,000 per month

Job Level

Mid-LevelSenior

Tech Stack

IoT

About the role

  • Respond to customer inquiries and support requests via Zendesk and other channels
  • Analyse system behaviour and customer data to diagnose performance and connectivity issues
  • Resolve recurring operational incidents
  • Collaborate with internal teams to identify underlying causes of service irregularities
  • Own support tickets from investigation through resolution with minimal oversight
  • Provide consistent and informative updates to customers throughout the case lifecycle
  • Ensure accurate ticket categorization, prioritization, and closure based on business impact
  • Identify and suggest improvements to support tooling and diagnostic workflows
  • Test and provide feedback on internal support utilities
  • Produce concise, scenario-driven documentation to support recurring cases
  • Maintain workflows for internal troubleshooting procedures and escalation points
  • Log case studies for new incident types and coordinate feedback into training materials
  • Serve as a go-to resource for junior colleagues on platform behaviour and debugging tips
  • Participate in onboarding support peers by walking through real cases and tools
  • Track incident types and trends using Excel or Power BI for data-driven insights
  • Report anomalies or sudden issue spikes to appropriate teams for early intervention
  • Participate in structured shift handovers to ensure case continuity and SLA compliance

Requirements

  • 5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment
  • Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field
  • Exposure to tracing or diagnostic tools like Sigos or OSIX is a strong advantage
  • Experience using Zendesk or equivalent support/ticketing systems
  • Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards (Power BI is a plus)
  • Excellent English communication skills — written and spoken
  • Ability to work in rotating shifts, including nights/weekends when required
  • Strong analytical thinking, a collaborative mindset, and initiative to resolve problems independently