Senior Support Engineer

The Senior Support Engineer enhances operational efficiency and scales customer success operations.
This role acts as a technical orchestrator between the R&D team and Customer Success Managers (CSMs), developing strong support workflows and enabling CSMs to focus on strategic customer engagement.

Responsibilities

Internal Orchestration (70%)

• Participate in R&D meetings to stay updated on product developments and known issues
• Act as a technical link between engineering and customer-facing teams
• Coordinate escalation workflows between CSMs and engineering
• Track, categorize, and prioritize technical issues across the customer portfolio

Workflow Development (20%)

• Design and implement standardized support processes
• Create documentation templates and knowledge base materials
• Define SLA structures and escalation procedures
• Build reporting dashboards to track support performance

Direct CSM Support (10%)

• Provide technical guidance for complex customer issues
• Support technical components of customer onboarding
• Prepare technical responses for customer inquiries

Key Success Metrics

• Reduction in average resolution time for technical issues
• Implementation of standardized support workflows within 90 days
• Clear and consistent escalation paths defined with SLAs

Requirements

Language Skills

• English at conversational level (essential)
• Technical Skills
• 4+ years of experience in technical support or technical operations
• Understanding of software development processes (coding knowledge not required)
• Experience using support and ticketing systems
• Strong documentation and process-building skills

Soft Skills

• Excellent communication and cross-team collaboration
• Ability to explain technical concepts to non-technical stakeholders
• Customer-oriented mindset focused on internal client success
• Experience working during US business hours
• Previous experience in a start-up environment
• Customer-obsessed approach

Position: Senior Support Engineer
Level: Senior
Employment: Full-time
Location: Chisinau, Hybrid (Republic of Moldova)

Schedule:

Shift 1: 15:00 – 00:00

Shift 2: 19:00 – 04:00
Two late shifts per week in rotation with the team.