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HICX

Technical Support Analyst

HICX

. Review, triage and respond to customer queries via the help desk tool or email.

Posted 10/8/2026contractRemote • RomaniaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Technical Support, with a strong focus on customer query resolution, technical issue analysis, and effective communication. Proficient in using help desk software and documentation tools to enhance customer service and support operations.

Highest-signal resume keywords
Technical Support ExperienceHelp Desk Software (JIRA)Documentation Tools (Confluence)SQL or PostGres SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportComplex Issue AnalysisCustomer Query ResolutionCustomer Service AnalyticsProduct Malfunction Analysis
Soft Skills
Excellent CommunicationPatienceMulti-Tasking Abilities
Tools & Technologies
Help Desk SoftwareJIRAConfluenceRemote Support Tools
Industry Keywords
Software IndustryCustomer SuccessTechnical IssuesCustomer Feedback

Tech Stack

Tools & technologies
PostgresSQL

About the role

Key responsibilities & impact
  • Review, triage and respond to customer queries via the help desk tool or email.
  • Identify customer needs and help customers use specific features.
  • Assist Level 2 support on periodic status calls with customers.
  • Analyze and report product malfunctions by testing scenarios or impersonating users.
  • Document customer-specific processes.
  • Follow up with customers to ensure technical issues are resolved.
  • Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends.
  • Gather customer feedback and share it with Customer Success, Engineering and Product Teams.

Requirements

What you’ll need
  • 5 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate.
  • Work experience in the software industry.
  • Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages.
  • Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools.
  • Excellent communication and problem-solving skills.
  • Patience when handling tough cases.
  • Multi-tasking abilities.
  • Willingness to work on a shifting schedule to support clients across different time zones.
  • SQL or PostGres skills is a plus.
  • Must be based in Bucharest to undertake this position.

Benefits

Comp & perks
  • Work from anywhere in Romania - we are a fully remote company.
  • Flexible PTO - 25 days of paid holiday per year + 3 Public Holidays.
  • Additional PTO during employees' birthdays.
  • Competitive pay based on skills and location.
  • Work with a diverse, international team.