Technical Customer Support Specialist

4 weeks 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 the 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 familiar 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 big plus
  • Experience with building and maintaining processes
  • Knowledge of networking concepts and protocols
  • Excellent problem-solving and troubleshooting skills
  • Strong communication and collaboration skills
What We Offer
  • You will become a part of a company where we value trust, transparency, and autonomy
  • Join a collaborative environment where your ideas are not just heard but celebrated
  • You get five weeks of vacation, great health care, and maternity/paternity policy
  • We want you to be part of our growth and success, so warrants are part of your package
  • 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
  • You get a fully catered lunch, a full snack bar and drinks, plus lots of love from our office manager
  • Twice a week we have personal training sessions during work hours to make sure that you stay physically and mentally healthy
  • We have the scale-up essentials such as a Soundboks, table football, indoor frisbee golf, office dogs, even Ollie the labrador in the CS team
  • Most importantly, we have a lovely bunch of colleagues who just love to spend time together working, relaxing, gaming, working out, partying, and more
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.



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