Customer Support Engineer - location: Romania (remote)
TLDR
Own deep investigations across frontend, backend, APIs, and databases, acting as the technical bridge between Support and Engineering to resolve complex SaaS issues beyond standard workflows.
We’re looking for a Customer Support Engineer to investigate and resolve complex technical issues that go beyond standard support workflows.
In this role, you will act as the technical bridge between Support and Engineering — owning deep investigations across complex SaaS systems rather than simply applying quick workarounds or closing tickets as soon as possible.
Key Responsibilities:
• Investigate complex technical issues across frontend, backend services, APIs, integrations, and database layers
• Analyze logs and system behaviors to reproduce bugs and identify root causes
• Translate technical findings (logs, stack traces, payloads) into clear, actionable engineering context
• Escalate validated findings to Development with reproducible evidence and investigation clarity
• Collaborate closely with Engineering and Product teams
• Maintain strong learning agility across multiple evolving product environments
• Communicate clearly and confidently with customers during active investigations
• Contribute to Root Cause Analysis (RCA) initiatives and long-term issue prevention
What You Bring:
• Strong investigative mindset and technical curiosity
• Backend familiarity (PHP / Python) and frontend fundamentals (JS / HTML)
• Confidence working with relational databases and SQL investigation queries
• Familiarity with observability and troubleshooting tools (ELK/Kibana, CloudWatch, Browser DevTools, etc.)
• Strong analytical thinking and debugging skills
• Ability to adapt quickly and navigate unfamiliar systems independently
• Clear and empathetic communication skills with a strong ownership mentality
• Advanced English written communication skills
How We Measure Success:
• Speed of onboarding and independent investigation capability
• Quality and accuracy of escalations sent to Engineering
• Clarity and depth of Root Cause Analysis
• Prevention of recurring technical issues
• Customer satisfaction (CSAT)
Compensation:
10,000 – 20,000 RON gross/month
Our salary ranges are benchmarked against similar technical roles in our industry. Final compensation is determined based on experience, technical depth, skillset, and internal equity, as part of a broader total compensation package and growth opportunities at GD.