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Support Engineer

Reco

Chisinau, Moldova

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About the role

Description

As our Support Engineer, you’ll be the connective tissue between R&D and our customer-facing teams. You’ll make sure technical issues are tracked, prioritized, and resolved quickly, and that our CSMs always have the answers they need.

Responsibilities

Internal Orchestration (70%)

  • Attend R&D team meetings to stay current on product developments and known issues
  • Serve as technical liaison between engineering and customer-facing teams
  • Coordinate escalation workflows between CSMs and engineering
  • Track and prioritize technical issues across the customer base

Workflow Development (20%)

  • Design and implement standardized support processes
  • Create documentation templates and knowledge base materials
  • Establish SLA frameworks and escalation protocols
  • Build reporting dashboards for support metrics

Direct CSM Support (10%)

  • Provide technical guidance to CSMs during complex customer issues.
  • Assist with technical aspects of customer onboarding.
  • Help prepare technical responses for customer inquiries.
  • Responsible for also providing updates to customer directly through [email protected] , this way CSM isn’t a blocker on quick response times. 

Requirements

Technical Skills

  • 6+ years of experience in technical support or operations
  • Understanding of software development processes (not expert-level coding required)
  • Experience with support tools and ticketing systems
  • Strong documentation and process creation abilities

Soft Skills

  • Excellent communication skills for cross-team collaboration
  • Strong organizational skills and attention to detail
  • Ability to translate technical concepts for non-technical stakeholders
  • Customer-service mindset focused on internal client success
  • Previous experience working in the US business hours
  • Previous experience working in a start-up environment
  • Customer Obsessed 

Key Success Metrics

  • Reduction in average time to resolve technical issues 
  • Implementation of standardized support workflows within 90 days (we’ve already started this, they can improve it)
  • Establishment of clear escalation paths with defined SLAs