Senior Technical Support Engineer

Location Sofia, Bulgaria
Job Type Permanent
Salary Competitive
Reference 30440

Our client is the developer of leading solutions for any financial business that wants to expand trading initiatives and take it to the next level

The Technical Support person will be a key part of our Technical Support team. You will be working directly with our customers and other customer-facing departments dealing with cutting edge SaaS platform.

What the role looks like:

  • Working directly with our business users and customer success sales teams to solve problems.
  • Reproduce, debug, troubleshoot and investigate tickets,
  • Act as the center of knowledge for the organization and customers using the platform
  • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
  • Clearly communicate with customers and other internal teams about issues impacting their service
  • Effectively verify that issues have been resolved
  • Execute internal processes to streamline and scale support
  • Partner with cross-functional teams, such as Product Management R&D to translate customer business needs and product feedback into new solutions
  • Reporting and knowledge base documentation is required

Required Skills:

  • At least 1 or more years in Technical Support
  • Must be willing to work in shifts, Monday-Friday 9:00-22:00
  • Experience running queries on SQL DB
  • Hands-On experience using CRM or other ticketing systems (Zendesk, Freshdesk etc.)
  • Knowledge working and administrating CRM platforms, setting up groups, permissions
  • Must have a “big head” attitude, have analytical skills, type of person who will tackle and take on problems as needed
  • Excellent written and verbal communication skills in English is required
  • High attention to detail and ability to stay organized in a fast-paced, complex environment
  • Have a passion for customer service and simply a desire to help others!

Beneficial bonus skills:

  • Coding experience in a programming language
  • Prior experience with user testing / QA
  • Understanding of APIs
  • Experience working with alerting monitoring systems (e.g. Opsgenie, Datadog etc..)
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