Support Engineer
Belgrade, Serbia · Belgrade · Remote, Serbia · 3+ years experience · Posted Sep 30, 2026
At a glance
- Experience
- 3+ years experience
- Location
- Belgrade, Serbia · Belgrade · Remote, Serbia
About the role
- We are looking for a Technical Support Lead who owns the technical support function for our alarm management platform and keeps our clients successful.
- You will be the bridge between clients, the Customer Success team and the Development team, making sure issues are understood, prioritized and resolved quickly.
- This is a hands-on leadership role for a self-starter who will work independently, make decisions, and actively drive topics forward.
Responsibilities
- Own the technical support process end to end, from ticket intake to resolution and follow-up.
- Act as the main escalation point for complex or critical client issues.
- Analyze, reproduce and troubleshoot technical problems; document root causes and workarounds.
- Define and track support KPIs (response time, resolution time, backlog, client satisfaction).
- Translate client issues into clear, reproducible bug reports and feature requests.
- Prioritize and follow up on escalated tickets with the Development team until closure.
- Test fixes and new releases from a client perspective before communicating them.
- Share recurring client pain points to influence the product roadmap.
- Support onboarding of new clients with technical expertise.
- Run online meetings with clients to give an initial introduction to the platform, deliver basic product training, and hold troubleshooting calls.
Requirements
- 3+ years of experience in technical support, application support or a similar client-facing technical role, including at least 1 year in a lead or senior position.
- Excellent communication skills in English and Spanish, both spoken and written (C1 level or higher).
- Proven track record of working closely with Development and Customer Success teams.
- Strong analytical and troubleshooting skills; able to break down complex technical problems.
- Confidence in leading online client meetings, product introductions and training sessions.
- Ability to explain technical topics clearly to both technical and non-technical audiences.
- Highly independent and self-sufficient: you organize your own work, set priorities and deliver without close supervision.
- Proactive, hands-on mindset; you drive topics forward
Benefits
- Regular assessments and performance reviews with opportunity for promotion, bonuses and a raise
- Remote, hybrid or office work
- Flexible day schedule
- 4 days sick leave (100% paid)
- 20-25 vacation days per year
- Equipment for work, laptop and all necessary additions
- Access to trainings and courses
- Private health insurance
- FIT Pass card for many sports facilities
Workplace
- Remote, hybrid or office work options available.
