Onboard and support customers deploying IoT devices, troubleshoot cellular and network connectivity issues, analyze packets, train users on platform and APIs, configure account features, monitor network health, and resolve escalations. The role also contributes to technical documentation, internal tools, customer reviews, and back-office customer success projects while supporting French-speaking customers.
Description
About the Company
Monogoto was founded by a team of highly experienced telecommunications, cellular and security experts. Backed by a group of well-known and highly engaged investors and strategic partners, its growing, dynamic and diverse team operates globally from Silicon Valley, USA and Tel-Aviv, Israel.
Monogoto’s IoT cellular cloud network enables innovation and flexibility for services that drive a more connected world. Our rapidly expanding 5G IoT connectivity service provides seamless, accessible and cost-effective device connectivity that scales developers’ requirements.
Today Monogoto connects millions of devices in over 160 countries and 500 networks across multiple verticals such as from point of sale, manufacturing, healthcare, fleet management, micromobility, retail and so much more.
Job Description:
- Onboard and support customers in deploying IoT devices, ensuring smooth network connectivity.
- Troubleshoot IoT connectivity issues (e.g., TCP/IP, DNS, VPN, NAT) and perform packet analysis using tools like Wireshark.
- Train customers on Monogoto’s backend and API usage to maximize their use of the platform.
- Configure network preferences and enable features such as reverse access for IoT devices using the Monogoto admin portal.
- Provide regular account reviews, monitor network health metrics, and proactively resolve issues.
- Collaborate with internal teams to resolve escalated problems and ensure customer satisfaction.
- Contribute to Monogoto technical documentation and develop internal tools to better serve our customers.
- You’ll support French-speaking customers 30% of the time
- Own selective CSM backoffice projects
- Technician degree
- Fluent English, excellent customer-facing and communication skills (verbal and written)
- Fluent French (Professional verbal and written) - Mandatory
- Ability to manage time efficiently and work with minimal supervision
- Create short videos to explain troubleshooting steps
- Good Microsoft excel skills
- Ability to work efficiently and meet deadlines
- Good communication and problem-solving skills
- Experience with Zendesk - advantage
- Experience with Kibana - advantage
- Creating/using API or scripts - Mandatory
- Have experience using helpdesk software - advantage
- Have experience in IoT or telecommunications industries - advantag
- Have experience in creating user guides or tutorial videos - advantage
Preferred Skills:
- Understanding of cellular network technology and SIM card functionality
You’re a great fit if you:
- Have 3-5 years in technical support / helpdesk / telecom / IoT
- Can troubleshoot networking basics (TCP/IP, DNS, VPN)
- Love customer interaction and can explain technical concepts clearly
- Are fluent in French + English
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