Customer Support Engineer - location: Romania (remote)
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.