Technical Support Engineer

DESCRIPTION

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).

REQUIREMENTS

· 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.