Support Engineer, CRM

Bitdefender Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com The Role We are looking for a Support Engineer to join the CRM Systems team and become the day-to-day operational backbone of our Salesforce-anchored business application stack. You will be the first point of contact for internal users across Sales, Marketing, Support, and Partner Operations whenever something in the CRM ecosystem needs attention: from user access and licensing to data flow issues and the smooth rollout of new tools. This is an operations-and-support role, not a configuration role. You will not be building or modifying Salesforce itself — that work sits with our Admin and Developer teams. Your value comes from owning the surrounding ecosystem: the revenue tools that plug into it (Clari, Gong, Regie.ai, Outreach, ZoomInfo, Highspot, Ambition, etc), the user experience across all of them, and the operational glue that keeps everything running smoothly. You will partner closely with Business Analysts, Salesforce Admins and Developers, and Sales Operations, and report into the CRM Systems Manager. What you will do • Tier-2 support for the full stack. Serve as the first responder for end-user issues across Salesforce (Sales Cloud, Service Cloud, Partner Community), HubSpot, and the connected revenue tools by triaging, diagnosing, and resolving everything within your scope. • Diagnose integration data flow issues. Investigate data sync and integration issues between Salesforce and external applications, tracing where records stop flowing, identifying the failing connection, and partnering with Admin and Developer teams on root-cause fixes you cannot make yourself. • Administer the connected app stack. Own day-to-day administration of the non-Salesforce tools in the stack: user provisioning, license management, configuration changes, integration health checks, and vendor coordination across Regie, Clari, Gong, Outreach, ZoomInfo, Highspot, and others. • Coordinate escalations reduce recurrence. Escalate complex or recurring problems to Admin and Developer teams, frame them clearly with reproduction steps and impact, and push for permanent fixes or automations rather than repeated manual handling. • Own operational documentation. Create and maintain operational documentation, runbooks, and support procedures in Confluence so the team scales through shared knowledge rather than tribal memory. • Onboard new tools end-to-end. Lead the operational side of onboarding new tools - user setup, access controls, training material, internal communications - and ensure clean handoffs between platforms across the stack. • Drive adoption promote AI features. Drive adoption, monitor usage, and champion AI-powered capabilities across the stack — conversation intelligence, deal forecasting, engagement analytics — so Sales and Marketing teams actually get value from what we have licensed. What you will bring: • Experience. 3+ years supporting enterprise SaaS applications, ideally in a CRM or revenue-operations context. • Salesforce user-level fluency. Working knowledge of how Salesforce is used by Sales and Service teams — enough to diagnose user-side issues, run reports, navigate records, and speak the language with Admins, without needing to configure objects, flows, or permissions yourself. • Sales tech administration. Hands-on administration experience with one or more of: Clari, Gong, Outreach, ZoomInfo, LinkedIn Sales Navigator, Highspot, Ambition, Regie.ai • Integration troubleshooting. Comfort investigating data sync issues across systems — reading sync logs, tracing field-level mappings, and asking the right questions to isolate where a problem actually lives. • Documentation discipline. Strong written communication; you can turn a messy incident into a clean Confluence page that someone else can use six months later. • Operational mindset. A service mindset balanced with systems thinking — you fix what is in front of you today and quietly remove the reasons it will come back tomorrow. • Language. Professional fluency in English and Romanian. Nice to have • Vendor certifications on any of the tools above (Gong, Clari, Zoominfo, Regie.ai etc.) • Exposure to AI-driven CRM and revenue features and a point of view on where they help vs. distract. • Experience in a global, multi-region organization where stakeholders span multiple time zones. • Familiarity with Jira and Confluence as everyday working tools.