Customer Support Specialist

At Bambuser, we’re transforming how the world shops online by bringing video commerce to life for some of the world’s most loved brands.

We’re now looking for two Customer Support Specialists based in Romania to join our highly collaborative Technical Customer Support team. This is a unique opportunity to be part of establishing our support presence in Romania, expanding Bambuser’s global support capabilities.

Our Customer Support team is responsible for providing front-line support to Bambuser’s customers worldwide, offering urgency, empathy, and a high level of technical expertise to identify, escalate, and resolve customer tickets.

In addition to traditional support responsibilities, this role will also partner with our global Customer Success Managers (CSMs) to audit customer implementations and proactively identify and resolve technical debt. This work is vital in ensuring customers are set up for long-term success and are able to scale their use of Bambuser’s platform effectively.

If you want to work in a high-paced technology company with bleeding-edge SaaS products, this is the place for you. You will not only get to learn how our products and technology work from the inside out but also how our global customer base uses Live Video Shopping (LVS) as a key pillar in their evolving eCommerce strategies.

You’ll be joining a globally distributed team with colleagues based in Europe (Stockholm, London, Paris, Slovenia), the US (New York), and Japan (Tokyo). As part of our expansion into Romania, you’ll play a key role in building our presence in the region and ensuring seamless collaboration across time zones and teams.

Please note: this role includes shift work, and you will be expected to regularly work hours that help cover core US business hours (Eastern Time).

What you'll do

• Communicate directly with our customers and internal teams via email, calls and our support platform (Salesforce).
  
• Conduct initial troubleshooting and diagnostics for customers in need of assistance.
  
• Log and manage tickets in our support platform.
  
• Ensure support tickets in need of escalation are being handled and communicated effectively.
  
• Regularly work shifts as assigned (including those aligned with US Eastern Time to support our American customer base).
  
• Own technical health audits of live implementations (post-onboarding) to ensure continued alignment with best practices and business goals.
  
• Proactively flag and help resolve tech debt or legacy configurations that may block feature adoption or scale.
  
• Recommend upgrades or improvements (e.g., migrating to newer SDK versions, feature toggle adoption, configuration changes).
  
• Partner with Support to manage Tier 2/3 escalations and reduce Engineering touchpoints for recurring issues.
  
• Dig into logs, environments, and integration setups to diagnose complex issues; without CSMs needing to get involved.
  
• Help set up dashboards, usage alerts, or scripts to track technical health (e.g., latency, uptime, usage drops).
  
• Help establish and shape our support capabilities in Romania, contributing to process improvement and operational excellence as we grow.

Who you are

• You are based in Romania and a confident communicator in English, both written and spoken
• Enjoy solving problems with both people and tech. You're comfortable talking to e-commerce teams as much as digging into technical setups.
• Curious and a quick learner, especially when it comes to web technologies.
• Analytical and resourceful. You enjoy digging into issues and finding solutions.
• You’re calm under pressure, and good at figuring out what needs to happen first.
• You're flexible and can adapt to a rapid growth environment.
• Strong analytical and troubleshooting skills.
• Happy to work flexible hours to support our global customers, including US time zones.
• Naturally collaborative, eager to work cross-functionally with a global team.

Nice to have

• Previous experience in customer service/support.
• Experience working with support ticketing platforms.
• Knowledge in JavaScript ES5/ES6+, HTML, and CSS.
• Understanding of HTTP requests and headers.
• Experience working in a SaaS/e-Commerce environment.

Why Join Bambuser?

We combine the impact and pace of a scale-up with the creativity of a startup. We’re not just another SaaS company. We’re building the future of video commerce. At Bambuser, you’ll have the freedom, trust, and firepower to move fast and build things that matter.

This is Bambuser

Bambuser’s Video Commerce technology drives customer engagement and sales for some of the world’s largest brands and retailers. At the forefront of live streaming technology since 2007, Bambuser launched interactive eCommerce solutions in 2019 and quickly became the platform of choice for companies worldwide. Our team has established long-term partnerships and supported campaign activations for brands and retailers including Adidas, Hugo Boss, brands within the LVMH group, Clarins, Selfridges, Sonos, and many others.

Bambuser values diversity and is proud to be an equal opportunity employer, welcoming individuals from all backgrounds, regardless of where you come from or what you believe.