Job Description

Job Location: hybrid in Bucharest

Recruitment process:

• HR screening
  
• Technical discussion
  
• Team discussion

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.

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.