Support Engineer , CoSS Bucharest

Support Engineer , CoSS
Bucureşti
Bucharest, Bucharest, Romania

The Compliance Shared Services (Co
SS) organization's mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within Co
SS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. SPIDER is looking for a passionate,
- oriented, operationally focused Support Engineer to support the
- evolving and expanding Seller Compliance space.

The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support
- service (tools development), and business
- making support (data mining, report generation, scripting). The Support Engineering team comprises
- class engineers with technical skills blending systems and software engineering.

We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service
- related processes and technical support experiences. A successful candidate so someone who is willing to take on challenging responsibilities, has a
- focused approach, demonstrates customer focus, and has the ability to lead in
- functional and
- paced environments. If you fit the profile, we would love to talk to you.

Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving
-
- day operational efficiency, and being
- motivated. The role also involves driving
- scope development projects and building custom tools.

Key job responsibilities

• Diagnose and resolve production software issues across multiple products and services

• Perform comprehensive troubleshooting and root cause analysis for technical challenges

• Provide timely and effective support through ticket management and customer communication

• Coordinate support issue handoffs within the team

• Develop and contribute to a comprehensive team knowledge base

• Collaborate with
- functional teams to improve operational excellence Product and Service Ownership

• Ensure adherence to service level agreements (SLAs)

• Coordinate customer notifications and workflow management

BASIC QUALIFICATIONS

- Technical support experience

- Experience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarms

- Demonstrated experience in Python or shell scripts, a sound understanding of web technologies.

- Strong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadership.

- Experience in writing technical documentation or support articles.

PREFERRED QUALIFICATIONS

- Bachelor's degree in Engineering or related field

- Professional experience in Operations / Support environment.

- Demonstrated skill and passion for problem solving and operational excellence

- Ability to understand, troubleshoot and describe complex technical processes and issues.

- Clear and effective communication & documentation skills

- Ability to work effectively with tight deadlines in a
- paced environment

- Proven ability to manage multiple, competing priorities simultaneously

- Proven analytical and quantitative skills (includes the ability to effectively use tools such as Excel) and an ability to analyze, migrate, solving ambiguity and fixing inconsistencies of metadata.