Technical Support Engineer - Level 2

Job Location: hybrid in Bucharest

Recruitment process:

• HR screening
  
• Technical discussion
  
• Team discussion

Role description:

A fast-growing European telecom & SaaS company is redefining how people communicate by combining consumer-facing applications with real telecom infrastructure.

The company operates both B2C and B2B products, offering solutions such as virtual phone numbers and cloud-based telephony services for businesses and organizations.

With distributed teams across Europe, the organization focuses on delivering a high-quality customer experience, supported by scalable, data-driven operations closely aligned with product and engineering.

As a Level 2 Support Engineer, your goal is not just to close tickets, but to solve problems. 

You will handle escalated technical queries that require deep- diving into logs, understanding network behaviors, and reproducing bugs. Youwill be the "technical voice" of the customer within the internal teams.

What you'll do:

• Handle Escalations: Take ownership of complex technical issues escalated by the Level 1 Support team.
• Deep Dive Investigation: Investigate issues related to the different products delivered by Onoff (Numbers, Business, Travel and more...)
• Debug & diagnose: Analyze server-side logs, API responses, and database records (SQL) to identify the root cause of incidents.
• Bug Reporting: Reproduce technical bugs and document them precisely in Jira for our developers (Quality Assurance). Participate in the post-mortem routines.
• Knowledge Sharing: Create and update internal technical documentation (Confluence) to help Level 1 agents become more autonomous.
• Incident Management: Collaborate with the Carrier Relations and DevOps teams during service outages or degradation to provide real-time updates to stakeholders.

Profile : 

• You are a problem-solver at heart. You don't just say "it doesn't work"- you find out why.
• Experience: 2-4 years of experience in Technical Support (L2), QA, or a similar technical role in a SaaS or Telecom environment.
• Language: Fluent English (written and spoken) is mandatory.
• Technical Mindset: Ability to read and understand logs (Kibana, Sentry, or similar) and comfortable with basic SQL queries.
• Telecom Knowledge: Understanding of how VoIP works (SIP, RTP, Codecs) and mobile networks is highly valued.
• Mobile Savvy: Familiarity with troubleshooting iOS and Android permissions, settings, and app behaviors.
• Communication: You can explain complex technical concepts to non-technical stakeholders clearly.

Strong Plus:

• French Language: As many of our B2B clients and internal teams are French-based, fluency in French is a massive advantage.
• Experience with ticketing tools like Zendesk and Jira.
• Knowledge of API testing tools (Postman).