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Technical Support Lead (French)

Sofia, Bulgaria

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.

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