Technical Support Engineer

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:

• 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