Senior Support Engineer | 1500-2500 USD

Level: Senior
Employment: Full-time
Employer of Record: Republic of Moldova company based in IT Park
Location: Chisinau (Hybrid)
Working Hours: 13:00 - 22:00 Moldova time (covering 6:00AM - 3:00PM EST)

About the Company:
Join a rapidly growing international tech company that’s revolutionizing the way organizations secure their SaaS ecosystems. We build an advanced AI-powered SaaS security platform designed to provide complete visibility and control over authorized and shadow applications.
By leveraging generative AI and real-time interaction graphs, our platform empowers companies to safeguard sensitive data, strengthen identity access governance, and stay compliant. With 120+ integrations—including Microsoft 365, Slack, and Salesforce—our solution helps security teams streamline SaaS operations and minimize risks.

What You’ll Do:
As a Senior Support Engineer, you will drive operational excellence and strengthen our customer success capabilities. Acting as the critical link between R&D and Customer Success Managers (CSMs), you’ll establish efficient support workflows so CSMs can focus on nurturing strategic client relationships.

Internal Coordination (70%)

• Participate in R&D team meetings to stay current with product updates and known issues;
• Serve as the primary technical liaison between engineering and customer-facing teams;
• Oversee escalation workflows between CSMs and engineering;
• Track, prioritize, and manage technical issues affecting our customers.

Workflow Optimization (20%)

• Design and roll out standardized support processes to ensure consistency;
• Develop documentation templates and build out our knowledge base;
• Establish SLA frameworks and clear escalation protocols;
• Create dashboards to monitor and report on support performance metrics.

Direct CSM Support (10%)

• Provide technical guidance to CSMs handling complex cases;
• Assist with the technical aspects of customer onboarding;
• Help prepare technical responses to customer inquiries;
• Occasionally communicate updates directly to customers.

What We’re Looking For:

Technical Qualifications:

• 6+ years in technical support or operations roles;
• Solid understanding of software development processes (hands-on coding not required);
• Familiarity with support tools and ticketing systems;
• Strong documentation skills and experience creating operational processes.

Soft Skills:

• Excellent communication and collaboration abilities across technical and non-technical teams;
• Highly organized with sharp attention to detail;
• Able to clearly explain technical concepts to non-technical stakeholders;
• A customer-centric mindset, always focused on delivering success;
• Comfortable working US business hours and in fast-paced start-up environments.

What We Offer:

• Work with cutting-edge technologies and a product with real-world impact;
• A fast-paced, collaborative environment that values innovation;
• Competitive compensation package.

Interested? We’d love to hear from you.
Send your CV to hr@rocman.org and let’s explore how we can build the future together.