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Technical Customer Support Specialist
2 months ago
We are seeking a highly skilled Technical Customer Support Representative to join our team at Onomondo. As a Technical Support Representative, 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
- 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
- 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
- You will become part of a company that values trust, transparency, and autonomy
- Join a collaborative environment where your ideas are not just heard but celebrated
- Five weeks of vacation, great healthcare, and maternity/paternity policy
- Warrants are part of your package
- Flexible working arrangements, including working from home, summerhouse, or wherever you have a stable internet connection
- A fully catered lunch, a full snack bar, and drinks
- Personal training sessions during work hours to ensure physical and mental well-being
- A lovely bunch of colleagues who enjoy spending time together
- Apply with your CV and motivational letter
- Screening interview (15 minutes)
- Technical interview (45 minutes)
- Cultural interview with members from the C-level (45 minutes, face-to-face)
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.
