02/10/2017

Lead Tech Support Engineer with German and English

50000BGN - 65000BGN
+359 883 368 980
Full-time
Strings IT Recruitment is specialized in helping IT/tech professionals discover more exciting career opportunities. Free of charge, of course.

Our client is one of the world’s leading players on the global car automation market. Backed by tech giants such as Amazon and T-Mobile, their solution enables drivers to unlock loads of key data about their cars that otherwise remain hidden behind the dash.

With their main operations located in equal parts in Vancouver, Canada and Palo Alto, USA (Silicon Valley), they picked Sofia as the right place to build their technical support center.

Currently, they are searching for a Lead Technical Support Engineer with previous managerial experience and fluency in both German and English. 

Your day at work:

Provide technical guidance and mentorship to the team of Technical Support Engineers who provide Tier 2 Technical Support to mobile carriers and other partners that sell connected car services to their end user customers;
Help manage team, backlog grooming, publish knowledge base articles and service launch to new Carriers;
Proactively escalates customer, carrier and staff issues to management;
Collaborate with Engineering, Product Management, and external hardware vendors to resolve technical support issues;
Identify business gaps, work on developing processes, and process improvements;
Provide technical support in response to incoming inquiries via email, support tickets, and phone from our Partners’ support operations teams;
Troubleshoot the reported issues, address product/service related questions, and provide technical assistance;
Identify, replicate, and document defects using Mojio processes and tools;
Identify trending issues early and proactively escalate internally;
Reproduce customer issues in house together with QA;
Create a testing environment, run scripts to identify the point of failures and issues;
Log a ticket/bug in Jira for the identified issues and failures to escalate to Engineering;
Crosscheck the testing environment to ensure the issues are fixed.

Your profile:

An experienced technical support professional with more than 7 years in a customer-facing role promoting and supporting communications hardware, mobile application, and/or web-based services;
Experience leading and mentoring technical peers technically and professionally;
Experience collaborating with multiple cross-functional teams including Engineering, Product management, Developers, 3rd party vendors;
Perform on call duty during weekend, post business hours and holidays as necessary;
You have a current valid EU passport that allows you to work in Bulgaria.

Your tech skills:

Understand complex configurations of the platform/mobile apps and help with issue debugging at a high level;
Use of command line utilities and developer tools in the browser;
Some knowledge of APIs and Platforms;
Experience working with Product and Engineering teams.

Bonus points:

Bachelor’s degree in Computer Engineering, Software, Technology, or a related field;
Basic knowledge of at least one scripting language (E.g. Python, Shell scripting, etc.);
QA/Development experience.

Bonus points:

Starting salary: up to 65,000 bgn gross/year, depending on your skills and experience;
Stock options (optional); 
Additional health care benefits; 
Fixed working time: 10am-6:30pm;
Cool office location (Lozenets);
Computer and cell phone allowance.

Looks interesting? Use the APPLY button below or simply send your CV to apply@pullthestrings.me .
 
All applications will be treated in strict confidentiality. Only short-listed candidates will be contacted.
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