Senior SaaS Technical Support Analyst (Remote)

HICX; United States; Remote; USD 36,000 - 58,000; Full time

Benefits offered by this job

25 days PTO (Romania)

Public holidays

Birthday leave

Competitive pay

Fully remote in Romania

Job summary

HICX is seeking a technically skilled Customer Support Specialist based in Romania to join our global team. You will triage and respond to customer queries, help users leverage features, and support Level 2 engagements, testing scenarios, and documenting processes.

Ideal candidates have 5 years in technical support or strong STEM backgrounds, experience with Jira and Confluence, and strong communication. This fully remote role offers flexible scheduling across time zones and a competitive

Qualifications

• 5 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus

Responsibilities

• Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
• Identify customer needs and help customers use specific feature
• Assist Level 2 support on periodic status calls with our customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Document customer-specific processes
• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams
• Must be based in Bucharest to undertake this position.
• 5 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus

Skills

Customer support

Communication skills

Problem solving

Multi-tasking

Time zone coordination

SQL/PostgreSQL

Education

BSc in Information Technology or relevant diploma

Tools

JIRA

Confluence

Job description

HICX is seeking a technically skilled Customer Support Specialist based in Romania to join our global team. You will triage and respond to customer queries, help users leverage features, and support Level 2 engagements, testing scenarios, and documenting processes.

Ideal candidates have 5 years in technical support or strong STEM backgrounds, experience with Jira and Confluence, and strong communication. This fully remote role offers flexible scheduling across time zones and a competitive