Technical Support Engineer (English & French) – SAMARSH

About the role

Marsh Risk Technology is looking for two people to join its Product Support & Development team in Cluj-Napoca. As Technical Support Engineer & Analyst you will give first-line functional and technical support for the SAMARSH ecosystem, responding to and resolving tickets within SLA, performing root-cause analysis and helping prevent problems. The role is hybrid, with at least three days a week in the office, and covers weekend and holiday first-level support in rotating shifts.

Key responsibilities

• Provide first-line support for SAMARSH batch and real-time applications, diagnose issues and coordinate with specialists
• Manage service tickets in Azure DevOps, JIRA or ServiceNow with accurate logging, prioritisation and escalation per SLA
• Perform basic database tasks: MSSQL maintenance, simple queries and procedures, and first-level DB health checks
• Maintain Windows Server and IIS environments, monitor system health and support basic infrastructure operations
• Develop and maintain runbooks, knowledge base articles and operational documentation
• Help document processes, inventories, certificates, URLs and distribution lists
• Cover weekend and holiday shifts, ensure smooth handovers and collaborate with Production, System and Network teams

Required profile

• 4-6 years of experience in production or support roles
• BS degree in Information Technology, Computer Science or a related field
• Professional English (C1) and French (at least B2)
• Strong analytical skills, good documentation and communication, proactive and resilient under pressure

Required skills

• Strong MSSQL background (3+ years) and basic web app/API knowledge
• MSSQL, Windows Server, IIS and PowerShell or similar scripting
• Exposure to Azure DevOps or JIRA and ServiceNow experience
• ServiceNow certification or equivalent is a plus

What we offer

• Flexible benefits package up to 20% of annual salary, plus a yearly budget
• 30+ days off including legal days, birthday and public holiday replacements
• Performance bonus scheme
• Pension, life and medical insurance, meal vouchers and travel insurance
• Time off in lieu or overtime pay for shift work, occasional cross-time-zone collaboration