Incident Management Officer with Hebrew

About the role

The Incident Management Officer will act as the single point of command for coordinating complex reactive support cases between customers, Customer Service, and Support engineers. Working in a hybrid setting from Bucharest, Brasov, or other locations in Romania, you will champion the customer’s perspective and drive resolution of high‑impact incidents.

Key responsibilities

• Represent the customer’s business impact and ensure end‑to‑end problem resolution.
• Identify and prioritize problems within the assigned case portfolio.
• Set clear expectations with customers and communicate status promptly.
• Anticipate risks, manage escalations, and gather necessary information for resolution.
• Monitor reactive cases, ensure accurate reporting and trend analysis for the account team.
• Collaborate with engineers to investigate root causes and drive preventive actions.
• Maintain documented communication channels and facilitate cross‑group collaboration.

Required profile

• Strong written and verbal communication skills in Hebrew and English.
• Ability to understand customer expectations and deliver a positive reactive support experience.
• Willingness to work Sunday‑to‑Thursday, 09:00‑18:00, in a hybrid environment.
• Familiarity with reactive case lifecycle and troubleshooting methodology.

Required skills

What we offer

• Opportunity to work with the latest technology in a customer‑focused environment.
• Hybrid work model with offices in Bucharest and Brasov.
• Early‑career growth within a global support organization.