Customer Tech Support Engineer II

About the role

SBS, a global fintech partner of 74Software, is hiring a Customer Tech Support Engineer II in Bucharest. You will assist customers in French and English, managing incoming calls, emails and tickets, applying procedures to route cases correctly and working business hours. Complex issues are escalated to higher levels of support, and you will work closely with technical support teams on administrative and basic technical tickets. The position is hybrid, with two days per week in the office.

Key responsibilities

• Receive, triage and qualify all incoming tickets and phone calls.
• Validate entitlement, classify issues using standardized rules and enrich ticket information.
• Perform first-level technical checks using monitoring tools and SRE runbooks.
• Detect and immediately escalate P1 incidents.
• Ensure GDPR compliance and consistent ticket quality.
• Document findings and contribute to improving the knowledge base.
• Collaborate with L2/L3, SaaS Ops and product teams to keep operational flows reliable.

Required profile

• Bachelor's degree in a technical or banking field.
• Proven work experience in a similar function.
• Good verbal and written communication in French and English.
• Team player who can also work independently, with excellent customer service skills.
• Logical thinking and effective problem-solving.

Required skills

• Mandatory: autonomy in a CRM and desktop software.
• Nice to have: cloud and microservices basics (AWS, containers, service health).
• Nice to have: monitoring and diagnostics (alerts, dashboards, runbooks).
• Nice to have: REST API fundamentals, JSON/XML, event-driven flows.
• Nice to have: MongoDB and Kafka/MSK concepts.

What we offer

• Health coverage and retirement plans.
• Paid time off and flexible work.
• Career development and competitive pay.