Provide global technical support for A2P SMS, eSIM, Internet Access, and Voice solutions. Diagnose and resolve network and connectivity issues in a 24/7 remote environment. Requires 2+ years of technical support experience and strong networking fundamentals.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
About us ✨
Qoolize is a leading provider of A2P SMS, eSIM, Global Internet Access, and Voice solutions, empowering businesses of any size, in any location, to borderless communication. People are at the heart of everything we do, which is reflected in our human resources model, recruitment processes and culture.
About the role
Location: Wherever you are 🌍
Reporting to: Technical Support Team Lead
What we offer
Competitive salary package: Stay motivated with a salary that matches your skills and dedication
Work-life harmony: An annual leave allowance of 25 vacation days plus public holidays (regardless of your location), and a remote work policy, giving you the freedom to find your ideal work-life balance
Career progression: Learning and development budgets and programs that allow you to advance your skills, grow, and pursue your dream career
Culture: A dynamic work environment, and a talented and passionate team that thrives on pushing each other and celebrating successes together
What we expect from you
Embrace, and contribute to our company culture and become a core part of our team
Bring fresh perspectives and ideas to our projects and processes
Approach challenges head-on and solve problems before they arise
Communicate openly and transparently
Grow with us and help us drive innovation
Job Requirements
- Minimum 2+ years of experience in a technical support or network support role.
- Strong foundation in networking concepts including IP addressing, subnetting, routing, switching, DNS, DHCP, and VPN.
- Basic understanding of VPN technologies such as IPSec and SSL VPN.
- Familiarity with troubleshooting network issues such as connectivity problems, latency, packet loss, bandwidth limitations, and DNS/DHCP failures.
- Experience using CRM and ticketing platforms such as Zoho Desk, Zendesk, ServiceNow, or Salesforce Service Cloud.
- Familiarity with network monitoring tools such as Zabbix, SolarWinds, or PRTG.
- Experience using diagnostic tools such as Wireshark, ping, traceroute, nslookup, or tcpdump.
- Exposure to command-line interfaces (CLI), preferably Cisco, Juniper, or equivalent environments.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to manage multiple support cases and work effectively in a fast-paced environment.
- Willingness to work in a fully remote, 24/7 shift-based environment, including nights, weekends, and holidays.
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Preferred Qualifications
- CCNA certification or equivalent is an advantage.
- Experience with deep packet inspection and advanced network diagnostics.
- Additional experience with enterprise monitoring tools such as SolarWinds, Zabbix, or PRTG.
- Experience supporting global customers in a remote support environment is a plus.
Responsibilities for this role include (but aren’t limited to):
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- Provide timely and professional technical support via phone, email, chat, or ticketing systems.
- Diagnose and resolve technical issues related to connectivity, performance, VPN, DNS, DHCP, and network infrastructure.
- Monitor network links and systems within a 24/7 shift-based support environment.
- Use monitoring and diagnostic tools to identify, troubleshoot, and resolve incidents efficiently.
- Log all incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
- Perform root cause analysis (RCA) for recurring or critical technical issues.
- Escalate complex or high-impact issues to appropriate internal teams when necessary.
- Collaborate with internal teams and external partners to ensure timely issue resolution.
- Provide clear and professional updates and technical explanations to customers.
- Maintain and contribute to internal documentation, knowledge bases, and troubleshooting guides.
- Identify recurring issues and recommend preventive measures and process improvements.
- Ensure all tickets and incidents are handled in accordance with SLA requirements and internal performance standards.
- Support customers professionally to ensure high levels of customer satisfaction.
You can review our recruitment process;
Please note our recruitment process may vary depending on the role you’re applying for. While the below are our general steps, some positions may involve modified or additional stages.
Apply: Submit your application via LinkedIn or the Qoolize website.
People and Culture Interview: Discuss our goals and see if our visions align.
Case Study: Demonstrate your problem-solving skills with a practical task.
Technical Interview: Delve into case specifics and showcase your technical expertise with team leaders.
Manager Interview: A final review with our executive team to ensure mutual goals and expectations.
Offer: We look forward to welcoming you aboard!
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