Yotpo Tier Technical Support Engineer 

Bulgaria, Sofia 

44705893

Tier 2 is handling escalated inquiries from our global Tier 1 team and are conducting troubleshooting to provide solutions or escalate to our R&D department. This role requires knowledge of web technologies (HTML, CSS, Javascript), SQL. Tier 2 are responsible for training and knowledge writing for our global Tier 1 agents.

What you’ll do:

Operate on team schedule: Mon-Fri, on a weekly rotation basis with shifts 9:00-18:00 and 13:00-22:00.
• Handle Tier 2 cases quickly and efficiently
• Create and update knowledge base articles used by Tier 1 agents
• Conduct training sessions for Tier 1 agents
• Act as a focal point for communication with the R&D and product teams
• Act as a knowledge focal point within support
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them

What you need:

• Fluent level of English – a MUST
• 2+ years of experience in Technical Support
• Strong analytical and troubleshooting capabilities
• Experience with SQL and web technologies such as CSS, HTML, Javascript
• Knowledge of API – an advantage
• Ability to communicate effectively with customers via email, chat or via web conferencing calls
• Ability to handle and escalate issues following internal procedures

What we offer:

• 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.