As a Technical Support Analyst, you will be critical in supporting our clients and our project-based teams to operate smoothly. This position requires an adequate technical background with a focus on software engineering. There is a strong emphasis put on being pro-active, process-oriented, having excellent communication skills, being solution-driven, resourceful and perseverant. You will collaborate closely with our development teams to understand the modules and functionalities of the products and will be in direct contact with our partners and customers to clarify any technical issues they might raise. This position has a lot of visibility in the company, you will be in contact with many global/international customers, will be able to help your colleagues on a wide range of products and it will give you a real chance to grow professionally.

• Providing clear and effective communication to non-technical users to help them understand and resolve their issues.
• Troubleshooting and resolving technical issues.
• Documenting issues, solutions, and frequently asked questions to create a knowledge base for future reference.
• Providing training sessions and materials for users to help them onboard our systems.
• Working closely with developers and network administrators to resolve complex items.
• Escalating issues to higher-level support or specialized teams when necessary.
• Ensuring that all systems and data comply with organizational policies and external regulations.
• Identify bottlenecks and bugs, and propose solutions to these problems.
• Making sure SLAs are respected and participate in creating regular reports for tracking and measurement.
• Contribute to continuously improving our stack of products.

• Excellent problem-solving skills and ability to work independently or as part of a team.
• Strong communication and interpersonal skills, with fluency in English.
• Pro-active attitude, willing to go the extra step in understanding the systems, the client business needs and anticipating issues that might arise due to technical decisions.
• Process-oriented, able to understand, follow and enhance the existing processes, to improve the response times and make sure they fall within the requested SLAs.
• Being solution-driven by focusing on practical, effective solutions with actionable outcomes that lead to positive results.
• Being perseverant and resilient by staying committed to finding a solution despite setbacks.
• A bachelor's or Master's degree in Computer Science or Software Engineering is preferred.
• Knowledge of one of the following programming languages: .NET, Python, Go.
• Experience with SQL databases (e.g., PostgreSQL, MySQL) and database design.
• Familiarity with front-end technologies: HTML, CSS, JavaScript.
• Experience with Elasticsearch and Kibana.

• Previous experience working in a technical support role.
• Having experience as team lead.
• Experience with MongoDB.
• Knowledge of AWS client libraries (SES, S3).
• Experience with Docker.^‍
• Preferably, the candidate should be located in Cluj-Napoca.

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