Support Engineer

Scurta descriere a companiei

Bento – Intellectually Curious is a Romanian technology company with over 21 years of experience in software development, IT services, and cloud infrastructure, driving digital transformation across industries.
We specialize in delivering innovative, secure, and scalable solutions that empower businesses in energy, utilities, telecom, and field service to operate smarter and faster.
At the core of our portfolio are our own products - Bento FSM and Bento MDM, powerful platforms designed to streamline field operations, secure mobile assets, and optimize enterprise workflows. Complementing our product suite, we offer advanced IT services focused on the design, implementation, and management of complex IT architectures, tailored to the needs of large enterprises.
With a growing base of multinational clients and a clear ambition for international expansion, we continue to combine deep technical expertise with a strong commitment to innovation, making Bento a trusted partner for organizations seeking efficiency, security, and sustainable digital growth.

Cerinte

Minimum 3 years of experience in a Support Engineer role.

Experience in managing technical incidents and requests while complying with SLAs and internal procedures.

Hands-on experience in managing post-go-live activities, ensuring the stability and performance of implemented solutions.

Practical experience working with relational databases, including extracting and validating data through SQL queries.

Operational experience using Linux systems, including basic commands and simple administration.

Experience using ticketing and incident management tools, such as Jira Service Desk.

Experience managing client relationships during the post-implementation phase, maintaining clear communication, proactivity, and a solution-oriented approach.

Experience analyzing and optimizing post-implementation processes to increase team efficiency and the quality of services provided.

Demonstrated experience in decision-making and solving technical and operational problems in a dynamic, collaborative, and results-oriented environment.

Experience in a professional environment focused on continuous improvement, autonomy, and individual accountability.

Responsabilitati

As a Support Engineer, your mission is to ensure an excellent customer experience by providing technical support, efficiently resolving issues, and continuously improving Bento’s processes and products.

Provides support to clients by answering questions and helping them make the most of our software, resolving requests in accordance with SLAs.

Maintains a high level of accuracy in the case management system, ensuring that all requests are logged, resolved, or escalated, as appropriate.

Shows initiative and supports the continuous improvement of the customer experience by proactively identifying patterns in requests, researching potential issues, and creating solutions.

Drafts, edits, and reviews specific documents required for support activities, such as implementation diagrams, password archiving documents, and scripts.

Collaborates with colleagues, including Software Engineers, Team Leads, QA Engineers, Project Managers, Business Analysts, etc., to efficiently resolve client issues.

Tests and reproduces situations reported by clients.

Implements new applications or versions.

Carries out monitoring and prevention activities.

Communicates any blockers or issues encountered.

Records the work performed for both support and non-support tasks, including meetings, learning and development activities, etc.

Contributes to the continuous improvement of the organization’s products and processes.

Gives and receives feedback.

Participates in the performance evaluation process.

Beneficii

• Abonament medical
• Training-uri
• Cursuri
• Certificari/Atestate
• Program de lucru flexibil
• Petreceri/evenimente companie
• Laptop