Technical CSM, Remote (French Speaker)

Monogoto; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Monogoto seeks a technically seasoned Customer Success Manager to deliver top-tier remote support for French-speaking customers. You will handle troubleshooting of cellular connectivity, APN configurations, and IoT device integration while coordinating with partners to resolve complex issues.

The role requires deep knowledge of 2G/3G/4G and networking, plus excellent communication to guide customers and document outcomes. Join a global team driving scalable IoT connectivity.

Qualifications

• Bachelor’s degree in Telecommunications Engineering, CS or related field.
• Experience in telecom IoT or M2M solutions preferred.
• 10+ years in technical support within telecommunications.
• Certifications in LTE, 3GPP and CCNA advantageous.
• Fluent French required (verbal and written).
• Experience with APN settings, SIM provisioning and data routing.

Responsibilities

• Provide prompt and effective technical support via phone, email, or tickets.
• Resolve issues related to cellular connectivity, data transmission and network performance.
• Guide customers through troubleshooting steps, including configuration checks and diagnostics.
• Analyze network logs and diagnose root causes.
• Collaborate with internal teams and providers to escalate unresolved issues.
• Configure IoT devices and gateways for seamless cellular network integration.
• Monitor network performance and data usage for deployments.
• Maintain records of customer interactions and resolutions.

Skills

Fluent French

Cellular tech 2G/3G/4G

Networking fundamentals

IoT device integration

Network logs analysis

Remote troubleshooting

Documentation skills

Customer support collaboration

Education

Bachelor's degree in Telecommunications Engineering or CS

Tools

Telco Data IoT platforms

SIM provisioning tools

Gateway configuration tools

Job description

Technical CSM, Remote (French Speaker)

• San Francisco
• Full-time

About The Position

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.

The Objective of the roll:

To provide comprehensive technical support in Telco Data IoT, specializing in 2G, 3G, and 4G protocols and networking, ensuring optimal performance, troubleshooting, and customer satisfaction.

Responsibilities

• Provide prompt and effective technical support to customers via phone, email, or ticketing system.
• Assist customers in resolving issues related to cellular connectivity, data transmission, and network performance.
• Guide customers through troubleshooting steps, including configuration checks, module diagnostics, and network testing.
• Analyze customer-reported issues and identify root causes by examining network logs, device configurations, and diagnostic data.
• Collaborate with internal teams and network providers to investigate complex technical issues and **escalate** unresolved problems as necessary.
• Assist customers in configuring and setting up IoT devices, cellular modules, and gateways for seamless integration with cellular networks.
• Provide guidance on APN settings, SIM card provisioning, and network parameters to ensure optimal performance and data connectivity.
• Monitor network performance and data usage for customer deployments using Telco Data IoT platforms and management tools.
• Identify potential network issues or anomalies and take proactive measures to address them before they impact customer operations.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolution outcomes in the ticketing system or CRM platform.

Requirements

• Fluent French (verbal and written) - Mandatory
• Proficiency in 2G (GSM/GPRS), 3G (UMTS/HSPA), and 4G (LTE) cellular technologies, including network architecture, protocols, and standards.
• Strong understanding of networking concepts such as TCP/IP, UDP, DHCP, DNS, VPNs, routing, and switching.
• Experience in integrating IoT devices with cellular networks, including configuring APNs, SIM provisioning, and data routing.
• Proven ability to diagnose and resolve complex technical issues related to cellular connectivity, data transmission, and network performance.
• Excellent communication and interpersonal skills for providing prompt and effective technical support to customers, including remote troubleshooting and issue resolution.
• Ability to analyze network logs, debug cellular modules, and interpret diagnostic data to identify root causes of problems and implement solutions.
• Proficient in using Telco Data IoT platforms and management tools for monitoring network performance, analyzing data usage, and managing SIM cards.
• Strong documentation skills for maintaining accurate records of customer interactions, troubleshooting steps, and resolution outcomes.
• Commitment to staying updated with the latest developments in cellular technologies, IoT trends, and network infrastructure advancements.
• Minimum of 10 years of experience in technical support roles within the telecommunications industry, preferably in IoT or M2M solutions.
• Hands-on experience with cellular modules, gateways, and IoT devices from leading manufacturers.
• Track record of successfully supporting customers in deploying and managing IoT solutions across diverse industries.
• Bachelor's degree in Telecommunications Engineering, Computer Science, or related field. - advantage
• Additional certifications in cellular technologies (e.g., LTE, 3GPP) and networking (e.g., CCNA) are advantageous. - advantage

Monogoto is proud to be an Equal Employment Opportunity and We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.