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Advanced IoT Technical Support Professional

2 weeks ago

Copenhagen, Copenhagen, Denmark Onomondo Full time

About Onomondo

At Onomondo, we're revolutionizing the way businesses connect and manage their IoT devices. Our cloud-native connectivity platform simplifies and accelerates IoT adoption by providing tools and services to securely connect and manage devices at scale.

As a scale-up company with a proven product, we've won prestigious customers like Maersk, Carlsberg, Bosch, and Donkey Republic. We're now looking for our next great Technical Support Representative to join our team.

The Role: Technical Customer Support Specialist

We're seeking a highly skilled Technical Support Representative to dive into the world of IoT, handle complex customer issues, and support customers in exciting new ways of using our technology. As a key member of our Technical Customer Support Team, you'll be responsible for:

  1. Debugging and troubleshooting cases with customers online and during on-site workshops;
  2. Investigating signaling logs in PCAP files and dashboards in Grafana to identify issues;
  3. Identifying improvements to current processes for support handling and escalation;
  4. Participating in writing and maintaining documentation for best practices;
  5. Ensuring proper follow-ups with customers and leading tickets to completion;
  6. Participating in on-call rotations to ensure prompt responses to customers during incidents or outages.

Requirements and Qualifications

To succeed in this role, you'll need:

  1. 2+ years of experience as a Support Representative with familiarity 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 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 and Certifications

Ahead of the curve with:

  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. Familiarity with Intercom or similar tools;
  5. Understanding of reading and explaining GSM MAP, SIGTRAN, DIAMETER, and GTP traces.

Why Join Us?

At Onomondo, we value trust, transparency, and autonomy. You'll become part of a collaborative environment where your ideas are celebrated. Enjoy five weeks of vacation, great healthcare, maternity/paternity policy, warrants, flexible work arrangements, fully catered lunch, snack bar, drinks, and more. Most importantly, you'll work with a lovely bunch of colleagues who share your passion for helping customers succeed with our product.