Technical Support Engineer

SuperCom is seeking a skilled, dedicated, and responsible Tier 2-3 Technical Support Specialist to join our IoT division. We are looking for someone who thrives in a fast-paced environment and welcomes new challenges. You will be responsible for providing support and assistance to our valued clients and partners

by performing in-depth troubleshooting investigations to find the root cause in the highest professional manner.

Position Responsibilities:

• Provide technical support to customers and partners worldwide.
• Troubleshoot issues through ticketing systems with a high level of proficiency in English.
• Conduct in-depth 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.
• Train customers on company solutions and products.
• Collaborate closely with R&D and QA teams to address technical challenges.
• Work with SQL Server databases for troubleshooting and support tasks.
• Participate in on-call rotations for 24/7 support.
• Be willing to travel abroad when required (primarily within Europe).
  
  

• Minimum of 2 years of experience in technical support for large-scale information systems in a global environment.
• Strong technical expertise and understanding of production architecture.
• Excellent analytical and problem-solving abilities with a strong commitment to customer satisfaction.
• Proficiency in SQL querying, data management, APIs, and web systems.
• Willingness to provide "On Call" support in a 24/7 shift environment, including weekends when necessary.
• Hands-on experience with technical support ticketing systems such as Jira Service Desk.
• Exceptional verbal and written communication skills.
• Fluent in spoken and written English.
• Fast learner with strong attention to detail.
• Proactive, innovative, and solution-oriented.
• Strong team player with the ability to collaborate effectively.
• Capable of managing multiple tasks while maintaining high-quality service.
• Experience with Jira and Confluence- an advantage.
• Familiarity with IIS, Web Services, Linux, and AWS- an advantage.