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.