Support Engineer

Ness Digital Engineering

About The Position

Ness is seeking a Mid-Level Support Engineer in Iași to serve as the central point of contact for customers with functional and technical questions about software solutions for automotive retail. The engineer independently analyzes customer issues, coordinates resolution with internal teams, and communicates professionally with customers. The role works with national and international customers and collaborates with Development, Operations, and business teams to provide sustainable solutions. Ness describes itself as a people-first workplace offering diverse projects, learning and certification resources, hands-on experience, flexible remote options, and support for individual career development. The company encourages applicants from all backgrounds and is committed to an inclusive workplace. The hiring process typically includes an HR interview, technical interview, client interview, and offer stage, though some client processes may involve additional conversations.

Requirements

Several years of experience in application support, IT support, or a service desk environment.
Strong customer and service orientation.
Excellent communication skills and a confident, professional manner when dealing with customers.
Basic technical understanding of web and enterprise applications.
Experience analyzing log files and technical issues.
Structured and independent way of working.
Good written and spoken English.

Nice To Haves

German language skills for communicating with customers in the DACH region.
Experience in the automotive industry.
Understanding of dealership processes, including sales, service, and parts.
Experience with ticketing systems such as Jira or ServiceNow.
Basic knowledge of SQL or database queries.
Experience with monitoring solutions such as Datadog, Elastic, and RedHat.

Responsibilities

Independently handle support requests from national and international customers.
Analyze, prioritize, and coordinate incidents and service requests.
Communicate directly with customers via ticket, email, and phone.
Perform initial technical analyses and troubleshooting.
Analyze log files and system messages to identify root causes.
Collaborate with Development, Operations, and business teams to deliver sustainable solutions.
Document issues, workarounds, and solutions.
Support problem management and continuous improvement activities.