Technical Customer Support Representative

Description
If you are looking to take the next step into Customer Support and interested in solving complex customer cases, then this role is for you and you should join us at Onomondo

Onomondo is a series A scale-up (21M EUR) that provides a cloud-native connectivity platform for the IoT industry. Our mission is to simplify and accelerate IoT adoption by providing businesses with the tools and services to connect and manage their IoT devices securely and at scale.

We are a scale-up company with a tried and tested product that has won some of the most prestigious companies in the world as customers, including Maersk, Carlsberg, Bosch and Donkey Republic.

The Role: We are looking for our next great Technical Support Rep. to join the Technical Customer Support Team, which is a part of the Customer Success team. As a Technical Support Rep, you will be diving into the world of IoT and handle complex customer issues, as well as support customers on exciting new ways of using our technology, and ensure high customer satisfaction. You will be reporting directly to the Technical Support Lead.

What You'll Be Doing:

1. Debugging and troubleshooting cases with customers online and during on-site workshops
2. Identifying issues by investigating signaling logs in PCAP files and dashboards in Grafana
3. Identify improvements to current processes for support handling and escalation
4. Participate in writing and maintain documentation for best practices
5. Ensure proper follow-ups with customers and lead the tickets to completion
6. Participate in on-call rotations to ensure prompt responses to customers when they experience incidents or outages

Requirements
How you would describe yourself:

1. 2+ years of experience as a Support Representative and familiar with support handling and escalation processes
2. Experience from IoT, Telco, SaaS (cloud services, packet/network traces, HTTPS/API services) or similar
3. Experience with device or firmware development and troubleshooting is a big plus
4. Experience with building and maintaining processes
5. Knowledge of networking concepts and protocols
6. Excellent problem-solving and troubleshooting skills
7. Strong communication and collaboration skills

Complementary skills:

1. Relevant certifications or experience with AWS and/or Azure Cloud services
2. Previous experience in telecom concepts.
3. Experience with Wireshark, Grafana, API testing tools and working with different data structures
4. Familiar with Intercom or similar tools
5. Understanding of reading and explaining GSM MAP, SIGTRAN, DIAMETER and GTP traces

If you meet the requirements above, are interested in joining an amazing team and are passionate about helping customers have success with our product, we would love to hear from you. Please apply with your resume and a cover letter explaining why you are a good fit for this position.

Benefits
What's in it for you?

1. You will become a part of a company where we value trust, transparency and autonomy.
2. Join a collaborative environment where your ideas are not just heard but celebrated.
3. You get five weeks of vacation, great health care and maternity/paternity policy.
4. We want you to be part of our growth and success, so warrants are part of your package.
5. You can work from our 2000 sqm HQ in Islands Brygge but we are also flexible when it comes to working from home, summerhouse, or wherever you have a stable internet connection.
6. You get a fully catered lunch, a full snack bar and drinks, plus lots of love from our office manager.
7. Twice a week we have personal training sessions during work hours to make sure that you stay physically and mentally healthy.
8. We got the scale-up essentials such as a Soundboks, table football, indoor frisbee golf, office dogs, even Ollie the labrador in the CS team.
9. Most importantly, we have a lovely bunch of colleagues who just love to spend time together working, relaxing, gaming, working out, partying and… The list just keeps expanding

Our hiring process:

1. Apply here with your CV and motivational letter
2. Screening interview (15 min)
3. Technical interview (45 min)
4. Cultural interview with members from the C-level (45 min, face to face)

NOTE: We expect the right fit to be able to work in our HQ in Copenhagen. Therefore, a fully remote contract will not be an option for this post.

Copenhagen