Senior Technical Support Engineer
Webbing
IoTTCP/IP
Senior Technical Support Engineer
Webbing
full-time
Posted on:
Origin: • 🇱🇻 Latvia
Visit company websiteSalary
💰 €2,000 - €2,500 per month
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 and attend client meetings
- Ensure SLA adherence, customer communication, incident transparency, and perform root cause analysis and post-incident reporting
- Draft and maintain customer-facing incident notifications and internal knowledge base articles
- Identify recurring issues and contribute to proactive support strategies and cross-functional collaboration on bugs and platform issues
- Participate in rotating on-call schedule for critical after-hours support and manage incident response documentation and communications during on-call shifts
- Create support KPIs, SIM utilization and incident reports; analyze 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)
- Experience with monitoring-tracing tools (e.g., Sigos, OSIX)
- Hands-on experience with ticketing systems (Zendesk) and monitoring platforms
- Comfortable working with spreadsheets, formulas, and data analysis tools (Excel: pivot tables, advanced formulas)
- Experience with Power BI for reporting and data analysis
- 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
