HCM Support Engineer
Bitdefender · Bucharest
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
ABOUT THE ROLE
We are looking for an HCM Support Engineer to become the day-to-day operational backbone of our HR and Legal application stack within the HCM stream. You will be the first point of contact for internal users across HR, Legal, and related business functions whenever something needs attention — from user access and configuration to incident resolution and the smooth rollout of new tools.
This is a functional support and operations role: your value comes from owning the user experience across the application ecosystem, driving adoption, and keeping everything running smoothly. You will collaborate closely with System Administrators, Product Owners, and the Engineering team, and report directly to the Sr. Systems Manager HCM.
KEY RESPONSIBILITIES
INCIDENT & SUPPORT MANAGEMENT
- Serve as the first point of contact (Tier 1/2) for internal users experiencing issues with HR and Legal applications — triaging, diagnosing, and resolving incidents within scope.
- Prioritize incidents by business impact, ensure SLA compliance, and escalate complex or recurring issues to the Sr. Systems Manager HCM, System Admins, or Engineering with clear context and reproduction steps.
- Provide software support and guidance to colleagues — including remote support via video conference — ensuring internal users are confident and effective in using HCM applications.
APPLICATION ADMINISTRATION & OPERATIONS
- Administer HCM stream applications — handling user provisioning, access controls, license management, configuration changes, and routine health checks following team procedures.
- Support the HR application stack — covering employee lifecycle workflows, onboarding/offboarding, absence & leave, performance cycles, and HR compliance processes.
- Support the Legal application stack — including contract templates, approval workflows, clause libraries — ensuring alignment with internal legal processes.
- Ensure data is entered, transferred, and processed in compliance with legal requirements and internal company policies.
IMPROVEMENT & KNOWLEDGE MANAGEMENT
- Evaluate application usage quality and propose improvements to drive better adoption and optimize business processes.
- Build and maintain a Knowledge Base — creating runbooks, support procedures, FAQs, and user guides so the team scales through shared knowledge rather than tribal memory.
- Participate in support process improvement initiatives and contribute to the implementation of best practices across the HCM stream.
- Apply and uphold quality management and information security procedures as defined in the company's QA & IS documentation.
QUALIFICATIONS
REQUIRED QUALIFICATIONS
- University degree (any discipline).
- 3+ years of experience supporting or administering enterprise HCM, CLM, or HR/Legal SaaS applications.
- Solid functional understanding of HR processes: employee lifecycle, onboarding/offboarding, absence, performance, and HR compliance.
- Familiarity with CLM or Legal operations processes — contract creation, approval flows, e-signatures, and obligation tracking.
- Advanced proficiency in Windows and strong comfort with CLM/configuration tools and application demos.
- Excellent communication skills — able to explain functional issues clearly to both end-users and internal technical teams.
- Professional fluency in English (written and spoken); Romanian native or equivalent.
- Strong analytical mindset — able to assess usage quality, identify root causes, and push for lasting fixes.
- Adaptable, stress-resistant, and open to change in a fast-moving SaaS environment
NICE TO HAVE
- Certification or formal training in Contract Management tools.
- Experience with HCM platforms in a functional or support capacity.
- Background in HR, Labour Law, or Legal Operations through work experience or education.
- Working knowledge of Jira and Confluence as everyday support tools.
- Experience in a global, multi-region organisation where stakeholders span multiple time zones.
- Ability to create clear process flows, user guides, and training materials for non-technical audiences.
KEY COMPETENCIES
- Client Orientation
Internal users come first
- Analytical Thinking
Root cause over workaround
- Communication
Clear across all levels
- Adaptability
Open to change & new tools
- Accountability
Own issues end to end
- Fast Learner
Absorbs new systems quickly
Why Bitdefender?
At Bitdefender, you’ll be part of a mission-driven company that is shaping the future of cybersecurity. We foster a culture of innovation, ownership, and continuous learning.
You’ll have the opportunity to work with highly skilled professionals, contribute to impactful global projects, and grow your career in a fast-paced, technology-driven environment.
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