Our tech team in Sofia:

 

• Joining our team of Support Engineers you will work on one of the most promising accounting solutions for process optimization in Europe.
• Plan A's team has played a pivotal role in the project since its start nearly two years ago.
• Our team in Bulgaria comprises a fully developed group of 23 top professionals. This team includes talented Front-end and Back-end Engineers, Automation QA Engineers, Product Specialists, and L2 Tech Support professionals.
• Some of our colleagues have already been recognized as Squad Leads, highlighting their technical expertise and leadership capabilities.
• The entire QA process is developed and managed by our highly skilled QA Manager and her team of QA Automation Engineers.
• The team is seamlessly integrated into an international setup, collaborating with professionals with huge experience in automation solutions, who know how to make successful software products.

 

Essential duties and responsibilities:

 

• Lead and manage a team of Level 2 support professionals.
• Handle incoming tickets from three primary sources: payment help, bugs, and data fixes.
• Communicate effectively with Customer Success Managers (CSMs), Level 1 support, and occasionally clients.
• Collaborate with third parties to investigate and resolve issues.
• Analyze data to identify root causes and communicate findings to stakeholders.
• Set Key Performance Indicators (KPIs), track progress, and report to the QA Lead.
• Assist in onboarding new team members and provide ongoing support.
• Suggest and implement improvements to enhance team performance and communication.
• Read and interpret logs to troubleshoot issues.
• Utilize basic knowledge of development tools, networking, and APIs in problem-solving.
• Maintain a customer-oriented approach and provide excellent communication.
• Foster a proactive and result-oriented team environment.
• Work collaboratively as a team player to achieve common goals.

 

Qualifications/Experience:

 

• Proven experience in a leadership role, preferably in a support or technical environment.
• Proficiency in English; knowledge of French is a strong plus.
• Experience with Datadog or similar monitoring and analytics software.
• Strong analytical skills and ability to find root causes of issues.
• Excellent communication skills, both written and verbal.
• Experience in communicating with third parties and stakeholders.
• Basic understanding of development tools, networking, and APIs.
• Customer-oriented mindset with a focus on providing exceptional service.
• Proactive attitude with a focus on achieving results.
• Ability to work effectively as part of a team.
• Experience with payment and/or accounting software, or working as a third-party provider, is a plus.