Customer Support Engineer

TradeCentricBucharest, RomaniaHybrid, Onsite

Job Summary:

The Customer Support Engineer is responsible for servicing, triaging, and resolving inbound support cases for business units and channel partners. The ideal candidate thrives on variety and the opportunity to learn new skills and will have previous experience working in a software or integrations platform setting, where they have developed complex problem-solving skills and have a passion for providing an outstanding customer experience. Developing these solutions requires familiarity with web technologies (HTML, JavaScript, CSS, HTTP, APIs, etc.), various data formats (JSON, cXML, X12 EDI), and back-end tech (PHP, MySQL).

Customer Support Engineers are expected to be customer-facing, team players and key members of a high-performing environment within the Support team.

Report To:

Director of Customer Support

Work Location:

🏢💻 Bucharest, Romania (hybrid schedule)

Schedule:

📅 Monday to Friday

Hours:

🕒 9am to 6pm EET

Essential Functions:

Act as a single point of contact for customer support service requests from clients/business unitsReview, process, and resolve customer inquiries or incidents related to punchout, change requests, or other TradeCentric solutions and features while managing the resolution process via email, phone, or support portal
Become a subject matter expert on the TradeCentric Platform and its proprietary framework
Become a subject matter expert on several platforms and processes in the procurement industry
Must be capable of working independently with minimal guidance, and be comfortable asking clarifying questions of the team, and customers
Run diagnostics, isolate issues, and implement solutions for TradeCentric customers
Practice the quality standards for customer service and adherence to the stated SLA policy guardrails
Provide outstanding customer support during all client interactions and throughout the service ticket lifecycle
Collaborate on and resolve production issues identified and escalated by members of the Customer Support Team
Other duties as assigned

Minimum Qualifications/Experience:

2+ years of previous integration engineering experience in a customer or technical support environment
Familiarity with transmission methods like sFTP, HTTPS, AS2, APIs, etc
Excellent interpersonal, analytical, verbal, and written communication skills, both internally and with customers
Familiarity with parsing and manipulating data formats like JSON and XML
Experience working with shared resources and distributed teams in a partial or full-time remote environment
Excellent interpersonal, analytical, verbal, and written communication skills, both internally and with customers
Experience working with development productivity tools like Zendesk,JIRA, Trello, and Salesforce
Great attention to detail
Ability to work independently and within a team setting

Preferred Qualification/Experience:

Bachelor's degree or equivalent in Computer Science, Information Technology, Computing, Data Science or related disciplines
Procurement industry experience (Ariba, Coupa, Netsuite, Salesforce, etc.) is a plus
ITIL Foundations v3 certification, Six Sigma, or equivalent certifications

About Us:

TradeCentric is a leading innovator at the crossroads of eCommerce and eProcurement, transforming how B2B buyers and suppliers connect, automate, and scale their operations. Recognized for our rapid growth, TradeCentric has earned a place on the INC. 5000 list of the fastest-growing private companies in America for the three consecutive years. Backed by private equity, we continue to expand our best-in-class B2B Connected Commerce solutions and technology platform to enable frictionless trade for thousands of businesses worldwide.Our purpose-built solution integrates with every leading eCommerce and eProcurement/ERP system to help suppliers and buyers seamlessly automate and accelerate their mission-critical transactions.

By eliminating the complexity of disconnected systems, TradeCentric drives efficiency, lowers costs, and powers growth for our partners.Here is an overview of the TradeCentric Platform.Apply for this job

Life at TradeCentric

TradeCentric, formerly PunchOut2Go, transforms the way businesses do business by enabling PunchOut, Purchase Order and Invoice Automation for thousands of buyers and sellers every day. Uniquely positioned at the intersection of eCommerce and eProcurement, TradeCentric helps B2B buyers and sellers connect, automate and scale their digital trading capabilities. We offer a cloud-based integration platform that is fully managed, highly secured and purpose-built to handle the growing complexities of B2B trade and transaction processes. Learn more at www.tradecentric.com.

Thrive Here & What We Value1. Dedicated to every customer's success in transforming the way they do business.2. Believes that each employee is critical to the company’s success and our most important asset.3. Exciting growth opportunities, training programs, and ongoing support for employees.4. People influence their own development and are given every opportunity to reach their full potential.

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