Senior Technical Support Engineer

2 weeks ago

Bucharest, Bucureşti, Romania Webbing Full time €60,000 - €80,000 per year

Technical Support & Troubleshooting

  • Lead investigation and resolution of service incidents.
  • Utilize internal tools, platforms, and APIs to diagnose technical issues.

Training & Mentorship

  • Train and mentor junior team members on troubleshooting techniques and tools.
  • Conduct internal workshops and knowledge-sharing sessions.

Customer Escalations & Engagement

  • Act as technical point of contact for escalated customer cases.
  • Collaborate with internal and external teams to resolve high-impact issues.
  • Attend client meetings to provide expert technical insights.
  • Ensure SLA adherence, customer communication, and incident transparency.
  • Perform root cause analysis and post-incident reporting.
  • Draft and maintain customer-facing incident notifications.

Continuous Improvement & Documentation

  • Develop and maintain internal knowledge base articles and technical guides.
  • Identify recurring issues and contribute to proactive support strategies.

Cross-Functional Collaboration

  • Work closely with internal teams on bugs and platform issues.

On-Call Support

  • Participate in rotating on-call schedule for critical after-hours support.
  • Manage incident response, documentation, and communications during on-call shifts.

Data Analysis & Reporting

  • Create support KPIs, SIM utilization, and incident reports.
  • Analysedata using Excel (pivot tables, advanced formulas) and Power BI.

Requirements:

  • 5+ years in customer and technical support roles within a telecom, IoT, or network provider environment.
  • Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
  • Completed or currently pursuing an education in telecommunications.
  • Strong understanding of IP networking, Packet core, and Telecom protocols (e.g., TCP/IP, SIP, GTP), and monitoring-tracing tools (e.g., Sigos, OSIX).
  • Hands-on experience with ticketing system (Zendesk) and monitoring platforms.
  • Candidates should be comfortable working with spreadsheets, formulas, and data analysis tools.
  • Fluent written and verbal English communication skills.
  • Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an on-call rotation as required.

About Webbing:

Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers' networks. Webbing's secured network delivers network protection and web content intelligence.

Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing's powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.

What we offer:

  • An exciting and challenging workplace with great skill and knowledge development opportunities.
  • The opportunity to join a team of highly professional specialists in an international environment.
  • The opportunity for professional development within a reputable international innovative and growing company.

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