Technical Support Engineer
6 days ago
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
- 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
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