Senior Customer Support Specialist

Senior Customer Support Specialist resolving complex issues for 3E’s regulatory intelligence and AI compliance software. Partnering with Product and Engineering on APIs, integrations, configurations, and data-related customer challenges.

Posted 8/7/2026full-timeSofia • 🇧🇬 BulgariaSenior💰 €22,000 - €30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting and analytical skills to resolve complex technical issues while providing high-quality customer support. Proficient in mentoring team members and collaborating with cross-functional teams to enhance support processes and improve customer experiences.

Highest-signal resume keywords

Complex Issue ResolutionCustomer Support ExperienceZendesk or Jira ProficiencyTechnical Communication SkillsMentoring Team Members

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAnalytical SkillsWeb-Based Application SupportAPI SupportSystem Integration Support

Soft Skills

Customer-Focused CommunicationCollaborativeProactiveSelf-DrivenCurious

Tools & Technologies

ZendeskJira

Industry Keywords

Customer SupportTechnical SupportCase ManagementContinuous ImprovementBest Practices

About the role

Key responsibilities & impact

Provide timely, high-quality support via phone, email, chat, and other channels
Resolve complex technical issues and escalations
Help customers understand and apply platform data and content in their workflows
Investigate data discrepancies, content gaps, and configuration questions
Partner with Product, Engineering, Customer Success, and other teams to resolve issues and improve solutions
Document customer interactions and ensure clear, consistent communication
Identify recurring issues and recommend product and process improvements
Mentor and support junior team members
Contribute to best practices, knowledge resources, and support processes
Monitor support trends and contribute to continuous improvement initiatives

Requirements

What you’ll need

3–5 years of experience in customer support or a related role, including complex issue resolution
At least 1 year in a senior or leadership capacity
Fluent in English, written and verbal
Strong troubleshooting and analytical skills
Experience with ticketing or case management systems such as Zendesk or Jira
Experience supporting web-based applications, APIs, or system integrations
Ability to explain technical concepts to technical and non-technical audiences
Strong professional, customer-focused communication skills
Experience mentoring or supporting team members
Comfortable working in a fast-paced, evolving environment
Collaborative, proactive, self-driven, curious, and ownership-oriented
Applicants must be authorized to work in Bulgaria

Benefits

Comp & perks

Performance-based incentive may be available
Equity may be available depending on role and performance
Supportive, close-knit team environment
Opportunities to deepen technical expertise and gain exposure across product, systems, integrations, and process improvement
AI Notetaker interview recording can be declined without impacting candidacy