We’re looking for a Customer Support Engineer to investigate and resolve complex technical issues that go beyond standard support workflows.
In this role, you will act as the technical bridge between Support and Engineering — owning deep investigations across complex SaaS systems rather than simply applying quick workarounds or closing tickets as soon as possible.
Key Responsibilities:
• Investigate complex technical issues across frontend, backend services, APIs, integrations, and database layers
• Analyze logs and system behaviors to reproduce bugs and identify root causes
• Translate technical findings (logs, stack traces, payloads) into clear, actionable engineering context
• Escalate validated findings to Development with reproducible evidence and investigation clarity
• Collaborate closely with Engineering and Product teams
• Maintain strong learning agility across multiple evolving product environments
• Communicate clearly and confidently with customers during active investigations
• Contribute to Root Cause Analysis (RCA) initiatives and long-term issue prevention
What You Bring:
• Strong investigative mindset and technical curiosity
• Backend familiarity (PHP / Python) and frontend fundamentals (JS / HTML)
• Confidence working with relational databases and SQL investigation queries
• Familiarity with observability and troubleshooting tools (ELK/Kibana, CloudWatch, Browser DevTools, etc.)
• Strong analytical thinking and debugging skills
• Ability to adapt quickly and navigate unfamiliar systems independently
• Clear and empathetic communication skills with a strong ownership mentality
• Advanced English written communication skills
How We Measure Success:
• Speed of onboarding and independent investigation capability
• Quality and accuracy of escalations sent to Engineering
• Clarity and depth of Root Cause Analysis
• Prevention of recurring technical issues
• Customer satisfaction (CSAT)
Compensation:
10,000 – 20,000 RON gross/month
Our salary ranges are benchmarked against similar technical roles in our industry. Final compensation is determined based on experience, technical depth, skillset, and internal equity, as part of a broader total compensation package and growth opportunities at GD.
Skills Required
- Strong investigative mindset and technical curiosity
- Backend familiarity (PHP / Python)
- Frontend fundamentals (JS / HTML)
- Proficiency with relational databases and SQL
- Familiarity with observability and troubleshooting tools (ELK/Kibana, CloudWatch, Browser DevTools)
- Strong analytical thinking and debugging skills
- Clear and empathetic communication skills
- Advanced English written communication skills
What We Do
Genesis Digital empowers entrepreneurs and small business owners to achieve financial freedom with affordable and easy-to-use marketing and sales automation software, and a world-class customer experience. Our industry-leading product Kartra combines Customer, Email, Video and Shopping Cart management into one suite, so finally you have the platform to: Publish your Pages Build your Campaigns Host your video Manage your shopping cart Administrate your affiliates Coordinate your Customers Much, Much more!
