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Reco

Support Engineer

Reco Chișinău, Moldova

Retail · 11-50 employees

Oct 21
support-engineer Senior (5-10 yrs) Full-time Moldova
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About the role

Coordinate technical issue tracking, prioritization, and escalation between R&D, engineering, and customer-facing teams, while providing technical guidance and direct support to CSMs and customers. Develop standardized support workflows, documentation, escalation protocols, SLA frameworks, and reporting dashboards.

What they look for

Technical Support Support Operations Cross-Functional Collaboration Issue Tracking Issue Prioritization Escalation Management Workflow Development Process Documentation Knowledge Base Development Service-Level Agreements Support Metrics Reporting Customer Onboarding Technical Communication Ticketing Systems Customer Service Organizational Skills

Requirements

Requires 6 or more years of experience in technical support or operations, familiarity with software development processes, and experience using support tools and ticketing systems. Candidates should have strong communication, organization, documentation, and process-development skills, along with experience working US business hours and in a startup environment.

Full 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 support@reco.ai , 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

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