Support Engineer

Level: Senior
Employment: Full-time
Project: Cybersecurity
Location: Chisinau, Hybrid
Hours:
Shift 1: 15:00 - 00:00 (Midnight)
Shift 2: 19:00 - 04:00
Two late shifts to be expected per week. Rotation with other colleagues.

About:
The company is a cutting-edge SaaS security platform that leverages AI to provide organizations with complete visibility and control over their SaaS ecosystem. The platform is designed to discover, monitor, and manage both authorized and shadow SaaS applications, enabling businesses to mitigate risks associated with data exposure, identity access, and compliance issues. Using advanced generative AI and large language models, The company builds a real-time interaction graph to contextualize sensitive data and user actions, allowing organizations to prioritize and address security risks effectively. With support for over 200 integrations, including Microsoft 365, Slack, and Salesforce, The company empowers businesses to streamline SaaS governance and enhance their security posture.

Primary Responsibilities:
The purpose of the Support Engineer is to enhance operational efficiency and scale our customer success capabilities. This role will serve as a technical orchestrator between our R&D team and Customer Success Managers (CSMs), establishing robust support workflows while enabling our CSMs to focus on strategic customer relationships.

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;

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;

Requirements:

Language Skills

• Conversational level English is essential;

Technical Skills

• 4+ 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.

We Offer

• Work with cutting-edge technologies and products that make a real-world impact.
• A fast-paced, collaborative culture that values innovation, craftsmanship, and growth.
• A competitive compensation package aligned with your expertise.

Join us in shaping the future of technology and making a real impact in safeguarding digital landscapes and cybersecurity.

Send your CV to vaserole@rocman.org with the subject line: “Senior Support Engineer”

We can't wait to welcome you to our team and collaborate on pioneering solutions together.