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.