Support Engineer

• Handle customer queries over email and chat, with occasional remote sessions, within SLA targets.
• Investigate and reproduce bug reports, then work with Dev and QA to confirm and log them.
• Use Postman, HTML, and CSS to dig into and resolve customer-specific requests.
• Translate customer feedback into clear, actionable reports for the product team.
• Own integration-related questions - door access, payment gateways, accounting systems.
• Build relationships with customers by understanding their setup and catching issues before they escalate.
• Collaborate across teams to share knowledge and contribute to how our products develop.

Technical Support Specialist

• Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments
• Perform initial triage and validation of MDR incidents to determine severity and impact
• Build and maintain strong relationships with customers and partners
• Interact with Engineering and Business departments to resolve complex technical customer issues
• Participate in developing documentation, knowledge base, and technical articles on Acronis products.

Cyber Expert Support Engineer

• Deliver reliable and high-quality technical support across the Milestone product portfolio to Milestone Business Partners.
• Act as a trusted technical advisor by empowering the Milestone community and continuously expanding their expertise in implementing, operating, and maintaining Milestone solutions.
• Serve as the primary point of contact for technical inquiries and incidents via phone, chat, and web-based support channels.
• Analyze and troubleshoot Frontline support cases, ensuring timely resolution or appropriate escalation to the Backline team when required.
• Collaborate closely with internal teams to ensure effective case handling and knowledge sharing across support levels.
• Perform all support activities in accordance with defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Support Engineer jobs in Bulgaria

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Technical Support Specialist

Cyber Expert Support Engineer

Technical Support Professional, French