{"id":3016853,"url":"https://alion.io/job/reco-support-engineer","title":"Support Engineer","company":{"id":12532,"name":"Reco","domain":"reco.ai","url":"https://alion.io/company/reco","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chișinău, 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support processes\nCreate documentation templates and knowledge base materials\nEstablish SLA frameworks and escalation protocols\nBuild reporting dashboards for support metrics\nDirect CSM Support (10%)\nProvide technical guidance to CSMs during complex customer issues.\nAssist with technical aspects of customer onboarding.\nHelp prepare technical responses for customer inquiries.\nResponsible for also providing updates to customer directly through  , this way CSM isn’t a blocker on quick response times. \nRequirements\nTechnical Skills\n6+ years of experience in technical support or operations\nUnderstanding of software development processes (not expert-level coding required)\nExperience with support tools and ticketing systems\nStrong documentation and process creation abilities\nSoft Skills\nExcellent communication skills for cross-team collaboration\nStrong organizational skills and attention to detail\nAbility to translate technical concepts for non-technical stakeholders\nCustomer-service mindset focused on internal client success\nPrevious experience working in the US business hours\nPrevious experience working in a start-up environment\nCustomer Obsessed \nKey Success Metrics\nReduction in average time to resolve technical issues \nImplementation of standardized support workflows within 90 days (we’ve already started this, they can improve it)\nEstablishment of clear escalation paths with defined SLAs","description_format":"text","description_chars":1808,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Moldova","iso":"MD","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Cloud Security","Information 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