Support Engineer

This is a fully remote position, open to applicants in Romania.

📋 Description

• Manage support requests from both national and international customers independently.

• Evaluate, prioritize, and coordinate incidents along with service requests.

• Engage directly with customers through tickets, emails, and phone calls.

• Conduct initial technical assessments and troubleshooting activities.

• Examine log files and system messages to determine root causes.

• Collaborate with Development, Operations, and business teams to provide sustainable solutions.

• Document issues, workarounds, and resolutions effectively.

• Assist in problem management and drive continuous improvement initiatives.

⛳️ Requirements

• Multiple years of experience in application support, IT support, or a service desk setting.

• Strong focus on customer service and orientation.

• Outstanding communication abilities and a confident, professional demeanor while interacting with customers.

• Basic technical knowledge of web and enterprise applications.

• Experience in analyzing log files and resolving technical issues.

• Methodical and self-reliant work approach.

• Proficient in written and spoken English.

• Proficiency in the German language for communication with customers in the DACH region (preferred).

• Familiarity with the automotive industry (preferred).

• Understanding of dealership operations, including sales, service, and parts (preferred).

• Experience with ticketing systems like Jira or ServiceNow (preferred).

• Basic knowledge of SQL or database queries (preferred).

• Familiarity with monitoring solutions such as Datadog, Elastic & RedHat (preferred).

🏝️ Benefits

• Resources for learning, certifications, and practical experiences.

• Flexible options for remote work.

• Access to development resources.

• An inclusive workplace that values the unique talents of each team member.