Support Engineer

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures

Technical Support Representative I

• Providing first-line technical support to our global customer base
• Monitoring and responding to support tickets through our ticketing system
• Performing initial troubleshooting and issue analysis
• Escalating complex issues to Tier 2 or Engineering when required
• Managing customer communication and ensuring timely updates in accordance with our SLA commitments
• Providing remote technical support to Field Service Engineers while they are working onsite at customer locations
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support)
• Work cross functionally to explain issues and escalate as needed
• Train customers on capabilities within the platform/product and best practices
• Help customers understand the platform and the tools that can help them propel their business forward
• Create the best customer experience in the industry

Technical Support Engineer – IoT, SaaS

• Support optimal adoption and data quality of CRM
• Act as a liaison between users and CRM teams
• Deliver onboarding and advanced C4C training
• Manage Jira tickets related to C4C
• Monitor data quality and support dashboards

Technical Support Specialist II

• Quotation Management: Main point of contact on the configurations and quotations he/she manages (customer points of contact, sales and internal departments)
• Identifies specific requests and engages the appropriate teams to complete request (sales, presales, pricing, engineering)
• Assumes request ownership and proactive follow-up until completion of request with all internal departments involved
• Manages commit date and provide visibility/transparency of request status (proactive communication)
• Has the ability to prioritize requests based on criticality, business impact and customer satisfaction.
• Manages high value, complex, multi-year projects with highly complex configurations
• Perform non-standard account specific activities
• Maintains up to date all knowledge on processes, tools, products and nesting capabilities (including products newly introduced)
• Has a deep understanding on solution offering (customer site knowledge, understands what is the need of the customer, has a basic understanding of supply chain capabilities, ensures solutions meet customer requirements, provides alternative solutions in case of availability issues)
• Offers proactive advice on product offering and catalogue setup and maintenance (identify gaps in initial request, cabling, PDU, racking, alternatives for better margin/performance)
• Is available to join customer meetings for technical consultancy, virtually or face to face for specific situations
• Engages Techub/pre-sales in the right cases and is able to solve technical aspects not part of pre-sales activity
• Is responsible for establishing and maintaining working partnerships with customers - both internal and external
• Works closely with sales and/or customer to ensure alignment on configuration needs
• Acts as one contact point for Sales for queries gets a reliable timeframe when he/she will get the final answer/task resolved and appropriate updates / intermediate status updates of the request until resolve

Technical Sales Support – Quotation

• Overall Responsible for Technical Support Operations, maintain the expected KPI results.
• Being the Technical Support focal point for a GBE and relationship across GBEs and Functions.
• Define and ensure the right Capacity and Utilization for Technical Support teams.
• Ensure deliverables and key milestones are achieved resulting in the expected outcome. Proactively develops solutions to attain short term and long-term Technical Support strategic objectives. Intentional about anticipating Technical Support opportunities and risks followed by taking action to address.
• Responsible in implementing and maintaining HOS in the team under supervision.
• Deploy Support Platform and Digital Self Service Adoption.
• Responsible to decrease the Customer Touchpoint through standardization, digitization and ensure World Class communication with Customers by creating a pool of excellent knowledge and soft /technical skills.
• Create customer centric culture across team by helping to bring differentiated customer experiences to life.
• Conduct performance appraisals & coach for career development.
• Ensure team coverage and planning.

Technical Support Manager

• Provide reliable technical assistance to internal and external customers
• Provide professional coverage of Technical Support Helpdesk
• Support focus on accuracy, timely feedback, and customer satisfaction
• Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues
• Build internal relationships to expedite complicated cases
• Develop broad understanding of customer needs
• Support the knowledge-sharing mindset, methodology, and tools
• Help develop Technical Support processes
• Ensure proper documenting and recording of all activity and communication
• Address systemic coordination issues
• Facilitate issue identification and analysis
• Investigate and resolve technical issues
• Track requests resolution
• Provide technical training
• Build relationships with customers
• Test products & software
• Develop and share knowledge

• Analyze, diagnose, and resolve technical issues or provide workarounds
• Investigate infrastructure problems (disk, memory, load, network, processes)
• Monitor systems, logs, and application behavior to identify incidents
• Collaborate with internal teams and external providers to ensure service delivery
• Follow up on incidents, document solutions, and ensure proper resolution while meeting SLA requirements
• Support customers and provide technical expertise when needed
• Contribute to continuous improvement by analyzing recurring issues
• Share knowledge and support team members development

Technical Support Engineer L1 – Windows

• Provide second-line technical support for Crew (Compas) products, ensuring timely resolution of incidents and service requests
• Investigate, troubleshoot, and resolve complex technical issues, escalating where required
• Deliver customer training and guidance to support system adoption and effective use
• Monitor system performance and proactively identify risks or service disruptions
• Ensure all customer interactions and issues are accurately recorded in helpdesk systems
• Collaborate with Product, Engineering, and DevOps teams to resolve defects and improve functionality
• Support release activities, including validation and customer readiness
• Contribute to knowledge base content, documentation, and process improvements

Support Engineer jobs in Romania

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Technical Support Representative I

Technical Support Engineer – IoT, SaaS

Technical Support Specialist II

Technical Sales Support – Quotation

Technical Support Manager

Technical Support Specialist II

Technical Support Engineer L1 – Windows

Technical Support Engineer – Fixed Term Contract