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.