Position Overview
This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Tech Support Engineer. You will assist customers in French and English while manifesting genuine interest for customer experience. You will be responsible to manage incoming calls, emails and tickets from our customers, apply relevant procedures to help routing adequately the cases, requiring business hours coverage. Escalate complex elements to the next level of support. You will work closely with colleagues from technical support teams and handle a set of administrative or basic technical tickets.
- Location: Bucharest, Romania
- Hybrid, office 2 days per week
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;
- Contribute to continuous improvement by documenting findings and enhancing the knowledge base;
- Collaborate with L2/L3, SaaS Ops, and product teams to maintain reliable operational flows.
Qualifications
Mandatory skills:
- Autonomous in a CRM and desktop software.
- Bachelor’s degree in a technical or banking field.
- Good verbal and written communication skills in French and English
Nice to have:
- Knowledge of Cloud & microservices basics (AWS, containers, service health).
- Knowledge of Monitoring & diagnostics (alerts, dashboards, runbooks).
- Knowledge of REST API fundamentals, JSON/XML literacy, awareness of event‑driven flows.
- Knowledge of MongoDB and Kafka/MSK concepts
Your profile
- Proven work experience in a similar function.
- Ability to work in a team as well as independently.
- Excellent customer service skills and passionate about helping customers resolve their issue
- Logical thinking and effective problem-solving skills
Company Overview
At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.
As part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.
Why SBS?
At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks.
We offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.
Equal Opportunity Employer
We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.