Technical Support Engineer

DESCRIPTION

SuperCom, a trusted name in advanced tracking, identification, and security solutions since 1988, is seeking a Technical Support Engineer to join our IoT Division Support team.

SuperCom delivers multidisciplinary Electronic Monitoring (EM) solutions that combine hardware, software, communications, and cloud-based platforms.

We are looking for an enthusiastic, collaborative, and highly motivated professional who thrives in a fast-paced environment and welcomes new technical challenges. As a key member of our Network Operations Center, you will monitor live systems and play a critical role in identifying, troubleshooting, and escalating issues that impact international customers and partners.

Join SuperCom to support mission-critical systems by performing in-depth technical investigations, identifying root causes, and providing high-quality support to our global customers and partners.

Position Responsibilities:

Work 5 shifts per week, Sunday-Thursday, 3:00 PM-12:00 AM, Friday-Saturday, 8:00 AM-3:00 PM.
Provide technical support for customers and partners via inbound calls, the ticketing system, and email
Monitor SuperCom’s real-time IoT and electronic monitoring systems in production environments
Detect, classify, troubleshoot, and escalate hardware and software incidents according to established procedures
Serve as a first point of contact for customers, partners, and subcontractors
Troubleshoot issues through the ticketing system with a high level of proficiency in English
Conduct investigations to diagnose root causes and continuously monitor open cases
Maintain composure under pressure while delivering excellent customer service
Respond promptly to customer inquiries and technical issues, ensuring timely resolution
Monitor the production environment and act according to strict SLA requirements
Document troubleshooting steps and resolutions in tickets for internal and customer communication
Independently resolve problems and escalate issues appropriately when necessary
Communicate with global partners and internal teams to assist in resolving issues
Work with SQL Server databases for troubleshooting and support tasks
REQUIREMENTS
Availability to work 5 shifts per week during the following hours: Sunday-Thursday, 3:00 PM-12:00 AM, Friday-Saturday, 8:00 AM-3:00 PM.
1–2 years of hands-on experience in a technical support or NOC role
BSc degree or relevant technical background in Information Systems, Computer Science, or similar tech-related fields
Proficiency in English (spoken and written), supporting global customers and partners.
Excellent analytical and problem-solving skills with a strong sense of customer orientation
Ability to stay focused under pressure and prioritize tasks
Excellent verbal and written communication skills
Proactive, responsible, and able to identify and escalate critical issues
Comfortable interacting with international customers, partners, and internal teams
Fast learner, adaptable, and team-oriented
Experience with technical support ticketing systems (e.g., Jira Service Desk) - Advantage
Familiarity with SQL Server databases for troubleshooting and support tasks – Advantage
Knowledge of APIs and web-based systems - Advantage
Experience working with Jira and Confluence - Advantage
Exposure to production environments, monitoring systems, or NOC operations - Advantage