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Support Engineer in IoT/Level 2

Sofia, Bulgaria

Support Engineer in IoT/Level 2

Location: Sofia, Bulgaria

Your new workplace:
We are a global technology company, with offices in Bulgaria and the USA, which focuses on creating and implementing innovative IoT solutions for the security industry. We pride ourselves on best-in-class engineering capabilities that allow us to bring the highest value of products at the most affordable price to our clients. Our footprint is spread to 30+ countries on 5 continents, serving over 5000 businesses and impacting the daily lives of more than 1 million end-users.

Your new role:
The position offers an opportunity to join a fast-growing company, learn from established professionals and become a Level 2 Support Engineer.
By joining us, during the first year, you will be involved into the daily operations of our Technical Support Team, and you will act as a single point of contact for technical inquiries of our enterprise customers.
After successful completion of your onboarding period, you will be in charge of solving the most complex cases, QA testing of our devices and you will be able to support and improve our training processes. Shift work schedule is applied.

• Diagnose and troubleshoots issues within a time-wise span with a proper maintenance within our CRM platform, ensuring the necessary track of evidence.
• Achieve a glaze day-to-day collaboration with team members across engineering and sales departments to secure the most appropriate solution for our clients.
• Process a deep troubleshooting and provide resolution to cases escalated from our B2B customers.
• Keep a well-structured and illustrative documentation regarding cases and key takeaways and contribute to the development of internal knowledge base to improve our customer service and problem management processes.

• 1+ years of work background as Technical/Customer Support Agent in a product company, telecom industry or BPO sector.
• Technical degree of university education /or still in the process of graduation/ in the fields of Microelectronics, Electronics, Telecommunication or Computer Systems.
• Skillful listener and communicator with a problem-solving and proactive mindset.
• Mastery of written and verbal English language.
• Exceptional ability to prioritize, work with deadlines and expertise in handling simultaneous multiple projects.
• Stakeholder management skills and capability to balance between requirements and possible solutions.

Our perfect match:
• Honest: Personal integrity is a must. Consistent and uncompromising adherence to strong moral and ethical principles and values;
• Team player: Working collaboratively with others to achieve organizational goals;
• Customer-focused: Striving for service excellence, regarding both internal and external duties;
• Proactive and internally driven: Dealing with situations proactively and persistently, being accountable, seizing opportunities to preemptively resolve issues;
• Results-oriented: Focusing efforts on achieving high-quality results, consistent with the organization’s standards;
• Skillful communicator and listener: Listening and communicating openly, honestly and respectfully with different audiences, promoting dialogue and building consensus.

For more questions, you can write to neli(@) 
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