Technical Customer Support Specialist

2 months ago


Copenhagen, Copenhagen, Denmark Onomondo Full time
About the Role

We are seeking a highly skilled Technical Customer Support Representative to join our team at Onomondo. As a Technical Support Rep, you will be responsible for providing exceptional support to our customers, troubleshooting complex issues, and ensuring high customer satisfaction.

Key Responsibilities
  • Debugging and troubleshooting cases with customers online and during on-site workshops
  • Identifying issues by investigating signaling logs in PCAP files and dashboards in Grafana
  • Identifying improvements to current processes for support handling and escalation
  • Participating in writing and maintaining documentation for best practices
  • Ensuring proper follow-ups with customers and leading tickets to completion
  • Participating in on-call rotations to ensure prompt responses to customers when they experience incidents or outages
Requirements
  • 2+ years of experience as a Support Representative and familiarity with support handling and escalation processes
  • Experience from IoT, Telco, SaaS (cloud services, packet/network traces, HTTPS/API services) or similar
  • Experience with device or firmware development and troubleshooting is a plus
  • Experience with building and maintaining processes
  • Knowledge of networking concepts and protocols
  • Excellent problem-solving and troubleshooting skills
  • Strong communication and collaboration skills
Complementary Skills
  • Relevant certifications or experience with AWS and/or Azure Cloud services
  • Previous experience in telecom concepts
  • Experience with Wireshark, Grafana, API testing tools, and working with different data structures
  • Familiarity with Intercom or similar tools
  • Understanding of reading and explaining GSM MAP, SIGTRAN, DIAMETER, and GTP traces
What We Offer
  • You will become part of a company that values trust, transparency, and autonomy
  • Join a collaborative environment where your ideas are celebrated
  • Five weeks of vacation, great healthcare, and maternity/paternity policy
  • Warrants are part of your package
  • Flexible work arrangements, including working from home or our HQ in Copenhagen
  • A fully catered lunch, snack bar, and drinks
  • Personal training sessions during work hours
  • A fun and dynamic work environment with a lovely bunch of colleagues
Our Hiring Process
  1. Apply with your CV and motivational letter
  2. Screening interview (15 minutes)
  3. Technical interview (45 minutes)
  4. Cultural interview with members from the C-level (45 minutes, face-to-face)


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