Support Engineer - Cloud & Enterprise Services

Support Engineer – Cloud & Enterprise Services

Bucharest, Romania

14,000 RON per month

This is a hybrid role involving working from home and office in Bucharest.

Overview

Join a global leader in technology and innovation! As a Support Engineer, you'll play a pivotal role in resolving highly technical and sensitive customer issues, working with cutting-edge products and collaborating directly with product and engineering teams.

This role offers a unique chance to develop deep technical expertise while contributing to customer success, product improvement, and team knowledge growth.

 Key Responsibilities

Technical Issue Resolution

• Own and resolve complex, escalated customer issues.
• Use deep troubleshooting tools and practices to investigate and fix problems in M365, Exchange Online, Outlook, and Identity Solutions.
• Provide timely and accurate technical resolutions and updates to customers.

Product and Process Improvement

• Work closely with the product team to identify and escalate defects and design improvements.
• Report bugs and contribute to pre-release product testing and feedback loops.

Customer & Partner Communication

• Represent the company in interactions with corporate clients.
• Manage high-pressure and politically sensitive issues with tact and professionalism.
• Participate in technical presentations and discussions with stakeholders, customers, and partners.

Readiness and Collaboration

• Lead or participate in team readiness sessions, SME case reviews, and triage meetings.
• Mentor engineers and act as a technical leader.
• Write knowledge base articles and drive content development for internal use.

Qualifications & Skills

Required:

• Bachelor's degree in Computer Science, IT, or equivalent experience
  OR 3+ years in technical support, consulting, or IT.
• Fluent in English (reading, writing, speaking).

Technical Proficiency:

• PowerShell (mandatory)
• Deep knowledge of Microsoft 365, Exchange Online, Outlook (Mac & Windows), OWA
• Strong grasp of cloud models: IaaS, PaaS, SaaS
• Understanding of Identity Solutions: ADFS, DirSync, AADSync, SSO
• Troubleshooting networking issues and tools: IP, DNS, DHCP, VPNs, Wireshark, tracert, etc.
• Familiarity with Active Directory, security, OS internals
• Programming/debugging knowledge is a plus
• Previous experience with Windows Server, enterprise-level support is preferred

Key Competencies

• Strong critical thinking and problem-solving skills
• Exceptional communication—verbal and written
• Experience handling complex, escalated, and politically sensitive issues
• Proven ability to lead, mentor, and collaborate with global teams
• High emotional resilience and customer empathy

What You’ll Gain

• Work with some of the most technically challenging and high-impact issues
• Develop deep technical expertise across Microsoft’s cloud and enterprise services
• Career progression into technical lead or advisory roles
• Opportunity to contribute to product design and customer experience