Senior Support Engineer

About the role

The Senior Support Engineer will act as the technical orchestrator between the R&D team and Customer Success Managers, improving operational efficiency and scaling customer success capabilities. This role is based in Chisinau and works on US business hours to support a global customer base.

Key responsibilities

• Serve as the technical liaison between engineering and customer‑facing teams, attending R&D meetings, tracking issues and coordinating escalation workflows.
• Design, implement and continuously improve standardized support processes, documentation templates, SLA frameworks and reporting dashboards.
• Provide direct technical assistance to CSMs and customers, including onboarding support, preparing technical responses and handling inquiries via the support channel.

Required profile

• Minimum 4 + years of experience in technical support or operations, preferably in a start‑up environment.
• Proven ability to work US business hours and collaborate effectively across remote teams.

Required skills

• Experience with support tools and ticketing systems.
• Understanding of software development processes and ability to create documentation and process templates.