ZigZag Global is hiring a
Application Support Engineer

Summary

The job description is for an Application Support Engineer position at ZigZag Global, a company specializing in eCommerce returns. The role involves ensuring the optimal performance and reliability of applications and systems, resolving technical issues, assisting clients, and collaborating with cross-functional teams. Benefits include competitive salary, additional holiday days, healthcare insurance, food vouchers, Multisport card, parking card, annual L&D budget, employee referral bonus scheme, company-sponsored certifications and courses.

Requirements

• Understanding of noSQL databases, specifically MongoDB and CosmosDB
• Experience with Azure infrastructure and the ability to work with Azure logs
• Understanding of API integrations and any previous experience with API testing/debugging and development tools like Postman or similar tool
• Experience using FTP (File Transfer Protocol) and related tools, such as Filezilla, is desired
• Understanding how to securely transfer files and manage FTP configurations is advantageous
• Fundamental understanding of SQL  and the ability to write basic SQL queries
• Desired experience in scripting such as python, javascript, powershell or similar
• Excellent communication skills, both verbal and written
• Detail-oriented with a commitment to delivering high-quality results
• Experience in Application or Technical support, showcasing your ability to assist clients with troubleshooting and resolving technical issues
• Proficiency in spoken and written English to ensure effective communication with your team and clients

Responsibilities

• Monitor various logs and alerts to proactively identify issues and respond promptly
• Investigate and diagnose the root cause of incidents, collaborating with other teams to respond and see the incident through to resolution
• Participate in duty shifts, taking immediate actions and escalations when critical alerts are triggered to ensure system stability
• Collaborate with different teams within the company to resolve complex issues and enhance system performance
• Engage in business communications with external entities such as carriers and retailers when necessary, representing our company with professionalism and expertise
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve client/carrier integration issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal stakeholders
• Maintaining compliance with SLAs (Service Level Agreements) and ensuring that all client inquiries and issues receive timely responses while upholding KPI (Key Performance Indicator) standards

Benefits

• Competitive salary
• Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Remote or hybrid work options – remote working with possibility to work from our Varna office
• Healthcare insurance with dental service included
• Sodexo food vouchers (160 BGN/month per person)
• Option for a Multisport card at a discounted price
• Option for a Parking card at a discounted price for our office in Varna
• Annual L&D budget
• Employee referral bonus scheme
• Company-sponsored certifications and courses