Lead Technical Support Engineer

Technical SupportHybrid Remote, Sofia, Bulgaria


Progress is an experienced, trusted provider of products designed with customers in mind, so they can develop the applications they need, deploy where and how they want and manage it all safely and securely. We take pride in what we do, always valuing the whole person—at work and in life. Our diverse life experiences enrich our culture because people power progress. And as a Lead Technical Support Engineer in Sofia, you can join us in doing what we do best: propelling business forward.
 
We are on the lookout for a Lead Technical Support Engineer for our Developer Tooling product line. The role calls for someone with a sound understanding of customer service best practices who is not afraid of a challenge.  
The work we do impacts thousands of customers and hundreds of support agents daily, and we take great pride in always putting the customer first. We operate in a dynamic environment where priorities shift and present us with a constant stream of challenges.  
This is a great job for someone who’s had experience supporting customers in complex technologies but is mostly motivated by spreading their knowledge across the team and working on workflow and automation initiatives. 
 
This is what you’ll be dealing with if you join us:  
  • Evolving the support workflow for a family of products used by thousands of developers throughout the globe 
  • Reviewing written communication, identifying areas of improvement and providing feedback to other support engineers 
  • Monitoring trends in the support key performance indicators and suggesting appropriate course of action 
  • Owning and managing challenging customer cases by collaborating with colleagues to find an appropriate solution for the customer 
  • Collaborating with other functions and departments on solving problems for our customer base 
  • Defining objectives that will positively impact the business on the support front, creating project plans for achieving the objectives and driving them 
  • Partnering with technical teams on defining and driving the implementation of improvements in the customer and agent facing support systems 
What would make you successful in the role?
  • Knowledge on how to learn fast and on the job
  • Ability to meet deadlines and commit to team goals 
  • Solid understanding about the best practices in delivering superior customer service
  • Technical understanding and programming experience in at least one of the following arears: .NET platform and tooling or web related technologies such as HTML5, JavaScript, and CSS
  • The ability to communicate clearly and positively through written and spoken English
  • Previous experience in independently managing projects is considered a plus 
If the above fits your experience and career goals, then we would be happy to hear from you! 

What we offer in return is the opportunity to elevate your game and to also enjoy:

Compensation
  • Generous remuneration package
  • Employee Stock Purchase Plan Enrollment
Vacation, Family, and Health
  • 30 days paid annual vacation
  • An extra day off for your birthday
  • 2 additional days off for volunteering
  • Premium healthcare and dental care coverage
  • Additional pension insurance
  • Well-equipped gym on-site with CrossFit equipment and a climbing wall
  • Co-funded Multisport card
  • Daycare Center for your little ones onsite
But most importantly a great company culture with wonderful colleagues to learn from and collaborate with! 
#LI-AG1 #LI-Hybrid

Together, We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!