[Hiring] Service Technical Support VIII @Vertiv

Role Description

We are recruiting a Service Technical Support professional to join our team in Cluj-Napoca, Romania. In this role, you will provide remote technical support across the EMEA region, leveraging your analytical skills and knowledge of software and hardware technology.

Your primary responsibility is diagnosing hardware and software issues reported by customers or internal teams, and delivering solutions aligned with our established procedures. This is a remote service delivery role where customer satisfaction, ownership, and results-driven performance are key priorities.

Key Responsibilities

• Remote Support & Troubleshooting
  • Diagnose and troubleshoot software issues for Vertiv products (Cloud Service Portal, Vertiv Critical Insight, Environment Connect) reported by customers or field personnel.
  • Provide remote software support for monitoring platforms, documenting and overseeing the entire process from initiation to resolution.
  • Troubleshoot and resolve issues related to networking, monitoring systems, operating systems, and database systems.
  • Manage alarms and field force operations, ensure accurate case management, and deliver excellent customer service in line with defined SLAs.
• Configuration & Integration
  • Configure DC systems, thermal and UPS systems, modems, routers, and PDUs.
  • Integrate and oversee energy and thermal systems within advanced monitoring platforms.
• Customer & Stakeholder Management
  • Provide technical assistance to customers and subcontractors throughout the support lifecycle.
  • Prepare periodic technical reports for customers, including network audits.
  • Assist sales and field agents with technical issues related to Vertiv's hardware product solutions.
  • Act as a liaison between customers, channels, distributors, and internal departments to ensure high service levels.
• Learning & Development
  • Collaborate with senior engineers to conduct laboratory tests, simulating and resolving customer incidents while preparing necessary documentation.
  • Stay current with emerging technologies and effectively apply this knowledge to Vertiv products and customer environments.
  • Assist with customer engineering tasks such as commissioning, maintenance, and emergency response with support from senior engineers.

Qualifications

• Education: Polytechnical studies specializing in Electrical Engineering, Electronics, Telecommunications, Thermal Management — or equivalent relevant experience.
• Language: English proficiency (B2+ level, written and spoken) required for EMEA-wide communication.
• Strong written and verbal communication skills.
• Solid organizational and time management skills.
• Analytical and problem-solving abilities.
• Demonstrated adaptability and a positive attitude in a fast-paced environment.
• Ability to manage multiple tasks simultaneously.
• Detail-oriented, self-motivated, and conscientious.

Preferred Qualifications

• Experience in any of the following areas is advantageous:
  • Customer interaction in a technical capacity.
  • Direct involvement with hardware and/or software systems in data centers or other high-availability environments.
  • BAS/BMS or Electronic Monitoring systems.
  • Familiarity with network protocols, computer-based networks, database structures, and high-level software architectures.
  • General understanding of Uninterruptible Power Systems (UPS), DC and Cooling Systems, and telecom fundamentals.
  • ITIL certification or familiarity with ITSM frameworks.

Work Schedule & Environment

• You will be part of a department operating 24/7 to monitor and support critical infrastructure for customers in Data Centers, Financial, Telecom, Governmental, and Industrial sectors.
• Shift work: Three rotating shifts across weekdays, weekends, and legal holidays within a flexible schedule.
• Core hours: Approximately 75% of work is concentrated during regular business hours; the remaining 25% covers evening/night shifts.
• Four-day workweeks when incorporating weekend shifts.
• Periodic on-call availability required.

Travel Requirements

• 10% travel.

Benefits

• A dynamic, international work environment supporting EMEA-wide operations.
• Continuous learning and development opportunities with access to cutting-edge technologies.
• Career growth within a global organization.
• Collaborative team culture with mentorship from senior engineers.
• Competitive compensation and benefits package.