[Hiring] Mid-Senior Support Engineer DDI /Managed Service Engineer DDI @STC

Role Description

We are recruiting for a global software company specializing in cybersecurity, network infrastructure management, and IT compliance solutions. The company helps organizations worldwide protect their digital environments, manage complex IT networks, and ensure security through innovative technologies such as DNS, DHCP, IP address management (DDI), and IT auditing.

Location: Timisoara/Remote

Responsibilities:

• Manage customer escalations and high-severity incidents, providing calm, technical guidance during high-pressure outages.
• Translate complex technical root-cause analyses into clear Incident Reports (RCA) and customer communications.
• Participate in a 24/7 on-call rotation and shift coverage to respond promptly to critical high-severity alerts and production outages.
• Execute scheduled maintenance, system upgrades, and migrations across customer DDI environments with minimal business disruption.
• Collaborate with professional services and project managers on customer onboarding, infrastructure deployments, and system integrations.
• Ensure compliance with enterprise security policies, IPAM best practices, and customer SLAs.
• Contribute to process improvements by identifying opportunities to automate routine tasks and optimize system workflows.
• Create and update technical documentation, knowledge base articles, and operational runbooks for Tier 1 support teams.

Qualifications

• Experience with IPAM tools (e.g., IPControl, QIP, Infoblox, BlueCat, etc.).
• Hands-on experience with DNS and DHCP configuration and management.
• A minimum of five years of relevant customer support and engineering experience.
• Bachelor’s degree in computer science, Information Technology, Network Engineering, or related field.
• Relevant certifications such as Cisco CCNA/CCNP, CompTIA Network+, or related IPAM certifications.

Requirements

• Core Networking: Understanding TCP/IP, basic subnets, DNS concepts, DHCP functionality, and standard network ports.
• OS: Basic familiarity with Linux command-line environments (navigating file systems, editing files, checking logs).
• Tools: Exposure to ticketing systems (Jira, ServiceNow) and monitoring systems. Basic proficiency with Microsoft Office.
• Databases: Basic knowledge of Database engines (MySQL, Postgress, MariaDB), basic knowledge of SQL language (queries on multiple tables, etc).
• VMs: Working knowledge of virtual machine systems and VMware.
• DDI & IPAM Platforms: Proven experience managing commercial IPAM platforms (e.g., Infoblox, BlueCat, IPControl, QIP) as well as core BIND DNS and ISC DHCP.
• Systems & Database: Strong proficiency in Linux administration (RHEL, CentOS, Ubuntu), SSH, basic shell scripting, and basic database (MySQL/Postgres/MariaDB) querying/administration.
• Networking Infrastructure: Strong understanding of core network administration, subnets, VLANs, firewalls, routing, and protocols (LDAP, SMTP, TCP/UDP).
• Virtualization & Tools: Working knowledge of virtualized infrastructure (VMware vSphere/ESXi), APM/monitoring tools (Nagios), and ticketing systems (ServiceNow/Jira).

Benefits

• Empathetic communicator who enjoys helping clients, active listening, and explaining technical details in plain, easy-to-understand language.
• Eager learner with a strong foundation in networking concepts who wants to build specialized DDI expertise under mentorship.
• Detail-oriented problem solver who takes pride in accuracy when handling critical customer network records.
• Flexible team player comfortable working in shifts and taking part in on-call duties to support global clients.
• Customer advocate who builds strong relationships, manages client expectations effectively, and de-escalates tense technical situations with confidence.
• Reliable troubleshooting expert who can independently analyze network traces, system logs, and configuration files to solve complex issues.
• Process improver who looks for ways to refine ambiguous workflows and improve operational efficiency.
• Strong communicator who can relay technical information clearly to stakeholders, technical peers, and external clients.