Yotpo Tier Technical Support Engineer LoyaltyReferrals 

Bulgaria, Sofia 

247326502

• Act as a focal point for communication with the R&D and product teams
• Handle Tier 2 cases quickly and efficiently
• Act as a knowledge focal point within the support
• Create and update knowledge base articles used by Tier 1 agents
• Conduct training sessions for Tier 1 agents
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
• Investigate and report bugs to the R&D team

• Experience/Good familiarity with the following
  • HTML and CSS (Must)
  • SQL (Must)
  • Javascript – Advantage
  • APIs – Advantage
• 2 years of previous B2B technical support experience (Tier 2 experience – advantage)
• Exceptional verbal and written communication skills in English
• A tech-savvy self-learner who is capable of quickly mastering different fields within our product end-to-end
• Proactive data-driven approach – spot recurring issues within our product and find the long-term solution that will address them

What we offer :

• Standard working hours (whew, no night shifts!) and no work during days of the official BG holidays calendar
• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers – monthly
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Equity in options.
• Hybrid working – 2 days/week in the office.