Technical Support Analyst

About the role

HICX is a global provider of SaaS solutions for supplier management, serving Global 5000 companies. The Technical Support Analyst will work remotely from Romania, assisting customers with the HICX platform and ensuring smooth issue resolution.

Key responsibilities

• Review, triage and respond to customer queries via the help desk tool or email.
• Assist Level 2 support on periodic status calls and analyse product malfunctions.
• Document customer‑specific processes and maintain weekly reports on inquiries and feedback.
• Gather customer feedback and share insights with Customer Success, Engineering and Product teams.

Required profile

• 5 years of experience in a Technical Support Specialist role or a recent STEM graduate with relevant experience.
• Experience in the software industry and ability to analyse complex technical issues.
• Willingness to work on a shifting schedule to support clients across time zones.

Required skills

• Proficiency with help desk software (JIRA) and documentation tools (Confluence).
• SQL or PostgreSQL knowledge is a plus.
• Excellent communication and problem‑solving abilities.

What we offer

• Fully remote work from anywhere in Romania.
• Flexible PTO: 25 days paid holiday plus 3 public holidays and additional birthday leave.
• Competitive pay based on skills and location.
• Opportunity to work with a diverse, international team.