2nd Line Support Analyst

Reconomy
is an international circular economy specialist that combines technology, skills and incredible people to enable businesses to better manage their resources, helping reduce waste, optimise their supply chains, and contribute in a meaningful way toward the circular economy.

Reconomy is bending the edges of linear business models across the world, integrating circular economy strategies and processes into everyday operations. We have the tools, talent and technology that enable customers to harness the full and inherent value of their resources, with integrated global operations in over 80 countries across the world.

Reconomy's full range of capabilities are organized into 3 'loops': Recycle, Comply and Re-use, each providing opportunities for circularity within the wider resource cycle.

• Recycle loop is utilising the latest technology and data to enable customers to make the best possible use of their materials.

• Comply loop is enabling customers to solve increasingly complex environmental regulatory challenges using data, expert knowledge and thought leadership to drive business accountability across the globe.

• Re-use loop is providing intelligent technology platforms and agile delivery models for pre-retail logistics and product returns, fulfilment and processing, on behalf of many of Europe's largest retailers.

The 2nd Line of Support Analyst
will play a pivotal role in ensuring seamless customer service by addressing escalated tickets from the 1st line of support. The role is focused on advanced troubleshooting, infrastructure monitoring, and technical issue resolution. The analyst will act as a critical intermediary between the 1st and 3rd lines of support, aiming to resolve as many issues as possible before a further escalation. In addition to technical troubleshooting, the role will involve managing and updating customer and system data using SQL queries and manually verifying critical system data.

Key Responsibilities:

• Handle escalated support tickets from 1st line support, identifying and resolving complex technical issues.
• Conduct root cause analysis for recurring problems and propose long-term solutions.
• Use monitoring tools to proactively identify and resolve system issues, ensuring optimal infrastructure performance.
• Provide detailed incident reports and propose preventive measures.
• Write and execute SQL queries (INSERT, UPDATE) to manage customer data, RVM (Reverse Vending Machines) connectivity, and configuration data.
• Ensure the accuracy and integrity of database operations and log all modifications appropriately.
• Manually validate the existence of service provider invoicing and RVM data on network drives.
• Coordinate with stakeholders to determine if data validation tasks can be fully transitioned to the 2nd line of support.
• Collaborate with 3rd line product squads when issues cannot be resolved internally, ensuring comprehensive handovers.
• Document steps taken and insights gained during the troubleshooting process to aid in escalation.
• Identify gaps in existing support processes and recommend improvements to enhance efficiency and reduce recurring incidents.
• Collaborate with cross-functional teams to update knowledge bases and support documentation.

Required Skills and Qualifications:

• Proficient in writing SQL queries, including INSERT and UPDATE operations.
• Strong understanding of network drive structures and manual data validation.
• Familiarity with infrastructure monitoring tools (e.g., Nagios, Zabbix).
• Basic knowledge of troubleshooting connectivity and system performance issues.
• 2+ years in a technical support or infrastructure-focused role, preferably in a 2nd line or similar capacity.
• Proven ability to handle escalated tickets and collaborate effectively with technical teams.
• Excellent communication and interpersonal skills, capable of liaising between technical and non-technical teams.
• Strong analytical and problem-solving abilities.
• Proactive, with a focus on continuous improvement and learning.
• Ability to work effectively in a high-pressure environment.

What do we offer?

• This role offers you the chance to work in a friendly, diverse and international environment, along with colleagues who will share your passion for innovation, agile-working and growth. You will also be able to develop your skills within the exciting and challenging market of Reverse Logistics
• Training and development to keep you in touch with the latest technologies and the opportunities to apply your learning.
• We offer a competitive salary alongside other benefits
• Our office is easily accessible located near the city center of Bucharest, and designed to make you feel at home.