Application Support Engineer

Summary

Join ZigZag Global as an Application Support Engineer in a remote/hybrid role based in Bulgaria! You will play a crucial role in ensuring optimal application performance and reliability. Responsibilities include monitoring logs, resolving technical issues, collaborating with teams, and engaging with clients and carriers. A Bachelor's degree or equivalent experience in a related field is required, along with application support experience, strong troubleshooting skills, and knowledge of SQL and NoSQL databases. Excellent communication skills and the ability to work independently and collaboratively are essential. We offer competitive benefits including healthcare insurance, food vouchers, remote work options, and professional development opportunities.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)
• Experience in application support, technical support, or IT service management
• Strong troubleshooting skills and the ability to analyze application logs
• Experience working with SaaS platforms, cloud-based applications, and API integrations
• Knowledge of SQL and noSQL for querying and analyzing data
• Basic understanding of scripting (e.g., Python, Bash)
• Excellent communication skills and a customer-centric approach to problem-solving
• Ability to work independently and collaboratively in a fast-paced environment
• 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
• Participate in duty shifts, taking immediate actions 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 teams
• Perform configuration changes to support client-facing teams in optimizing system functionality
• 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

Preferred Qualifications

• Proficiency in FTP (e.g., FileZilla) and secure file transfers is preferred
• Experience in e-commerce, logistics, or fintech SaaS solutions
• Proficiency in working with noSQL databases, specifically MongoDB and CosmosDB
• Understanding of API troubleshooting tools (Postman, Swagger)
• Proficiency in one or more programming languages, such as .NET, C++, C#, or Python

Benefits

• 20 days holiday plus bank holidays. 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
• Food vouchers (200 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
• Learning and Development (L&D) budget and allocated time to utilise it
• Summer working hours
• Mental Health Support
• Employee referral bonus scheme
• Office Equipment Budget