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.
Role description:
As a Team Lead (L2), your mission is to ensure technical excellence within the
support team. You will manage a small team of L2 engineers, act as the final
escalation point for the most complex bugs, and drive the technical roadmap
for Support tools and documentation.
What you'll do:
- Team Leadership: Hire, Mentor and coach L2 engineers. Conduct technical
1-on-1s and peer reviews of Jira tickets to ensure high-quality escalations. - Expert Escalations: Handle the "unsolvable" issues—deep-diving into SIP
logs, database records (SQL), and API responses. - Process Engineering: Define and refine the workflow between L1, L2, and QA/Engineering. Reduce "ping-pong" between teams.
- Technical Advocacy: Represent Support in Product/Engineering sprint
groomings. Be the data-driven voice that ensures "bugs" get prioritized
over "features" when necessary. - Incident Response: Lead the communication during critical outages,
coordinating with DevOps and Carrier Relations.
Profile:
- Experience: 5+ years in Technical Support/QA, with at least 1-2 years in a
Lead or Senior capacity within a SaaS/Telecom environment. - Telecom Mastery: Strong understanding of VoIP architecture (SIP, RTP,
Codecs) and mobile network signaling. - Data Driven: Expert in SQL and log analysis (Kibana/Sentry). You use data
to prove the impact of a bug. - Leadership Soft Skills: You can shield your team from pressure while
maintaining a high-performance bar. - French Language: A strong advantage for communicating with our core
B2B market and Paris-based engineering hubs.
