Customer Support Expert

2 days ago


Copenhagen, Copenhagen, Denmark Onomondo Full time

About Us

At Onomondo, we're revolutionizing the IoT industry with our cloud-native connectivity platform. 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're a scale-up company with a proven track record of success, having won prestigious clients such as Maersk, Carlsberg, Bosch, and Donkey Republic. We value trust, transparency, and autonomy, and believe in fostering a collaborative environment where ideas are celebrated.

The Role

We're seeking an experienced Technical Support Representative to join our Technical Customer Support Team. As a Technical Support Rep, you'll dive into the world of IoT, handle complex customer issues, support customers on new ways of using our technology, and ensure high customer satisfaction. You'll report directly to our Technical Support Lead.

Key Responsibilities

  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. Improving current processes for support handling and escalation
  4. Maintaining documentation for best practices
  5. Ensuring proper follow-ups with customers and leading tickets to completion
  6. Participating in on-call rotations for prompt responses to customers during incidents or outages

Requirements

  • 2+ years of experience as a Support Representative with knowledge of support handling and escalation processes
  • Experience from IoT, Telco, SaaS (cloud services, packet/network traces, HTTPS/API services), or similar
  • Familiarity with device or firmware development and troubleshooting
  • 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

Benefits

  • Five weeks of vacation
  • Great healthcare and maternity/paternity policy
  • Warrants as part of your package
  • Fully catered lunch and snacks
  • Personal training sessions during work hours
  • A lovely office environment with amenities like Soundboks, table football, and office dogs

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