We have an opportunity for a Support Engineer who will secure application support for a portfolio of global products, working with customers across the globe.

This is a long term contract (CIM) with an option to work from anywhere in Romania.

The employer (our client) is a leading product technology company based in UK, trusted by half of Fortune 100 companies to build safe and effective digital workspaces. 

The company employs a development and support team in Romania, that works under a "follow the sun" model alongside other technical teams in Europe, US or Asia Pacific.

Products range from AI-powered Internet filtering for schools to classroom management software for digital learning and remote access solutions. 

All products sit at the intersection of web, networks, OSs & devices - they support major OS platforms (Linux & Windows), Windows PCs and laptops, Chromebooks, Macs, iPads and Android devices.

As a Support Engineer, you'll support and troubleshoot the deployment of company's software products into the customers' environments.

Your main responsibilities will revolve around the following:

• Provide support to customer technical counterparts, as part of a larger international support team.

• Complete, accurate and timely logging into appropriate systems for all incidents/support requests.

• Use phone, Live Chat and Email to respond and support.

• Monitor and respond to system alerts..

• Troubleshoot customer issues, recreating incidents and identifying root causes.

• Deal with escalated technical support tickets in line with the customer SLAs.

• Utilize secure remote technologies to assist with technical queries.

• Maintain clear, concise and complete ticket documentation for customer requests.

• The role will cover US hours, therefore it takes your availability to work during evening/nights (4PM - 1AM), with occasional scheduled on-call rotations during weekends (compensated with a % and corresponding free time).

To thrive in this role, you'll need to have:

• Experience with Linux;

• Strong understanding of Directory services (Active Directory, LDAP, Google Directory);

• CCNA or basic networking experience;

• Experience with Mobile Device Management solutions (Intune, JAMF - for Apple devices, Meraki MDM, etc);

• Understanding datacenter infrastructure best practices;

• Maintain a professional knowledge of the Web security market and web filtering products (acquired on the job).

• A customer and solution oriented approach, with a positive and calm outlook.

• English at an advanced level. 

Why you should consider this role?

• Long term contract in Romania (CIM only);

• You'll be able to work remotely from anywhere - the company has an office in Bucharest, for those candidates who prefer any hybrid or onsite options.

If you feel you still need to fill some gaps for this position don't give up, let's talk first.

If interested: send your resume to recruitment@itworx.roand we'll reach out to you shortly.

Else: you can refer a friend.