L2 Support Specialist

Got a head full of ideas?


We are looking for a new Level 2 Support specialist – software type support, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Platform (PAM) Operations Team in Bucharest!

Job description:

  • Receive all incidents reported by Incidents Team;
  • Register and prioritize all incidents according to internal procedures;
  • Make sure a clear understanding is achieved on the raised issue before starting any investigation;
  • Clear all details with requester, before starting any investigation
  • Investigate the incidents reaching our team, targeting to have them solved at L2 Support level;
  • Exhaust all possible scenarios during investigation, before deciding to submit the Incident for further analysis within Development teams;
  • Submit every applicable incident to the appropriate team within our business unit (the team owning the PAM product on which Incident was raised);
  • Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
  • Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
  • Follow up on each incident to make sure it is solved correctly and in a timely manner, by requesting ETAs from Product Owners / Team Leaders of the teams where Incident was assigned;
  • After the incident is reported as solved, test (where possible) to confirm;
  • Inform the teams that reported the incident that it was solved;
  • Ad-hoc tasks from direct manager;
  • Handles reports, JIRA updates and any other related task.


  • Nice to have: experience in an IT company (in a similar position or technical customer support);
  • Nice to have: project management skills;
  • Nice to have: ITIL knowledge;
  • Experience in working with JIRA and MSOffice;
  • Excellent Project Management skills;
  • Good knowledge of Agile methods;
  • Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
  • Time management skills & workflow management skills are mandatory;
  • Ability to work with cross-functional teams;
  • Ability to get things done under pressure;
  • Excellent negotiation and communication skills;
  • Upper-intermediate or advanced level of English;
  • Availability to be on call for extended hours.
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  • Headquarters in the heart of the city, at Unirii Square.

  • Internal & external training.

  • Health and well-being in house programs.

  • Daily catered lunch.

  • Fruit day.

  • Private healthcare and dental care discounts.

  • We hold team-building activities and office parties throughout the year.

  • We have an ever-growing library (online & offline).

  • A fun entertainment corner.

  • Flexible schedule.

  • Extra vacation days with every year inside the company.

  • Our very own gym.