• Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations. • Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams - escalations would first come to you before going to Product. • Work with Pod Leads to identify and resolve recurring support workflow challenges. • Guide triage practices to ensure fast, accurate issue isolation across the team. • Lead deep technical investigations, including complex debugging and source code analysis. • Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time. • Maintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions. • Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers. • Anticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies. • Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation. • Adhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support. • Take ownership of high-severity incidents and critical customer escalations. • Regularly review team metrics to identify improvement areas and help set team-wide goals and focus areas. • Partner with Product and Engineering to drive product-level changes based on support data and customer impact. • Represent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support. • Support the evolution of internal support policies (e.g., SLAs, escalation procedures, “won’t fix” standards). • Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience. • Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities. • Take an active leadership role, ensuring timely and technically accurate responses. • Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage. • Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation. • Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level. • Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.

• Provide phone and email based problem solving and fault finding support for installers and customers • Generating cases via CRM to track and resolve customer enquiries • Answering technical product enquiries • Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently • Developing, updating and managing technical documentation for commissioning of our products • Assist in developing the technical support process of the business • Assist in Sales Exhibitions and Trade Fairs • Liaise with Technical Support International

• Own Tier 2/Tier 3 escalations for payment processing failures, API integration issues, and SaaS platform bugs — from triage through resolution. • Troubleshoot complex technical issues across payment rails, third-party integrations, and internal systems including PostgreSQL, Firebase, and JetAdmin. • Partner with Product and Engineering to surface, document, and drive resolution of systemic issues. • Serve as a technical resource and escalation point for frontline support agents, without direct management responsibility. • Maintain clear, thorough documentation of issue patterns, root causes, and resolutions to accelerate future troubleshooting. • Design, build, and maintain AI agents and automated workflows that improve support team efficiency and reduce manual ticket volume. • Identify high-friction support processes and prototype tooling solutions — from AI-assisted triage to automated resolution flows. • Collaborate with internal stakeholders to define requirements, test solutions, and iterate based on real support outcomes. • Stay current on AI tooling and automation approaches relevant to support engineering.

Role Description - Provide phone and email based problem solving and fault finding support for installers and customers - Generating cases via CRM to track and resolve customer enquiries - Answering technical product enquiries - Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently - Developing, updating and managing technical documentation for commissioning of our products - Assist in developing the technical support process of the business - Assist in Sales Exhibitions and Trade Fairs - Liaise with Technical Support International Qualifications - Relevant qualification in electronic engineering and renewable energy equivalent - Direct Solar and power generation Industry experience an advantage - Solid technical understanding of inverters and batteries products - Solutions based mindset - Eagerness to support customers as required - Strong work ethic - Experience in a role which required inter department communication and coordination an advantage - Ability to work autonomously as well as part of a team - Must be fluent in Romanian and English Company Description SAJ is a global manufacturer and innovator of smart energy storage solutions. Since its founding in 2005, the company has also offered advanced products in the fields of power generation and industrial automation. Guided by the principle of being "technology-driven and service-oriented," SAJ covers the entire value chain, from research and development (R&D) and production to operation and service. With a successful localization strategy and a presence in over 80 countries, the company pursues the clear goal of becoming the world's leading brand in the industry and actively helping to shape a green future through safe and reliable technologies.