Senior Support Engineer

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Serve as the primary technical contact for escalated customer concerns within the EMEA region, leading investigations and managing the resolution of complex issues.

• Analyze and resolve intricate application and platform challenges for enterprise clients, pinpointing root causes and delivering effective solutions.

• Oversee complex and high-stakes customer scenarios, ensuring transparent communication, setting clear expectations, and maintaining customer satisfaction.

• Collaborate closely with Product Management, Engineering/R&D, and other departments to investigate problems, coordinate resolutions, and advocate for customer requirements.

• Develop expertise in specific platform features or technical areas.

• Recognize recurring technical issues and relay customer feedback and product insights to development and service teams.

• Impart technical knowledge, mentor fellow Support Engineers, and enhance the team's capacity to troubleshoot and resolve intricate problems.

• Optimize troubleshooting procedures, support tools, and workflows to boost efficiency and minimize recurring escalations.

• Lead or contribute to internal projects that enhance the global Support organization.

⛳️ Requirements

• Exceptional written and verbal communication skills in English, capable of explaining complex technical concepts to both technical and non-technical audiences.

• Strong customer interaction skills with the ability to confidently handle complex, high-pressure situations, including leading technical incident management sessions.

• Demonstrated experience in troubleshooting and resolving intricate technical issues within customer-facing applications or SaaS platforms.

• Solid foundational understanding of web technologies and protocols, including networking concepts, APIs, and SDKs.

• Proficiency in HTML, CSS, and JavaScript.

• Experience in writing SQL queries for data retrieval and analysis.

• Practical experience with technical troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.

• A proactive and analytical mindset with a natural curiosity for understanding system operations and solving complex technical problems.

• Ability to independently explore unfamiliar technical domains, learn new technologies, and adapt to changing products and environments.

• Strong sense of ownership and accountability, with effective prioritization skills and the ability to deliver results in a fast-paced setting.

• Willingness to participate in an on-call rotation.

• Over 4 years of experience in a Senior Support Engineer, Tier 3/Tier 4 Application Support Engineer, or a similar technical customer-facing role.

• Proven experience supporting enterprise-level clients, ideally within large or Fortune 500 companies.

• Practical application support experience within a SaaS, cloud-based, or web technology firm; this role focuses on application/platform support rather than traditional IT or helpdesk support.

• Experience troubleshooting SaaS applications and cloud infrastructure.

• Bachelor’s degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related technical field preferred.

🏝️ Benefits

• Health: medical, dental, and vision coverage.

• Time away: 28 days of vacation.

• Development: Generous tuition reimbursement and access to internal professional development resources.

• Additional: Food vouchers.