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Tier 2 Technical Support Engineer

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Yotpo

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Location:
Bulgaria , Sofia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a Tier 2 Technical Support Engineer to join our global support organization. In this role, you’ll handle complex technical issues, act as a key escalation point for the support team, and work closely with Product and R&D to identify root causes and drive long-term solutions. This role goes beyond resolving tickets. We’re looking for someone who brings strong ownership, sound judgment, and the ability to create clarity in complex situations. You’ll help identify systemic issues, improve support operations, and contribute to the growth of the wider team through knowledge sharing, mentoring and guidance, and cross-functional collaboration.

Job Responsibility:

  • Investigate and resolve complex technical issues escalated from Tier 1 and internal teams
  • Troubleshoot across product components, APIs, integrations, and platform behavior
  • Serve as the technical escalation point for high-impact customer cases
  • Partner with Product and R&D to diagnose root causes and drive fixes
  • Identify recurring issues and lead efforts to implement long-term solutions
  • Analyze support trends and recommend product or process improvements
  • Improve support workflows and operational efficiency
  • Mentor and support Tier 1 and Tier 2 engineers through technical guidance, knowledge sharing, and day-to-day professional support
  • Communicate customer pain points and technical insights to cross-functional teams
  • Take initiative in driving support-related process improvements and operational excellence

Requirements:

  • 2+ years of B2B technical support experience
  • Experience supporting complex SaaS platforms
  • Strong troubleshooting and analytical skills
  • Ability to quickly understand and navigate complex systems
  • Excellent English communication skills
  • A proactive, ownership-driven mindset
  • Strong collaboration skills when working with Product, R&D, and cross-functional teams
  • Strong sense of ownership and accountability
  • Strong communication and stakeholder management skills
  • HTML & CSS (required)
  • SQL (required)
  • JavaScript (advantage)
  • APIs and integrations (advantage)

Nice to have:

  • Experience leading internal initiatives or improving team processes
  • Experience delivering training or mentoring peers
  • Exposure to incident coordination or handling high-severity customer escalations
  • Demonstrated interest in helping others grow and improving team effectiveness
What we offer:
  • Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
  • Individualized career development, rewards, and recognition
  • Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
  • Additional health insurance package
  • Internal mobility program and refer-a-friend program
  • Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
  • Food vouchers
  • E-learning portals and knowledge sharing sessions
  • Company backed Hackathons, Tech conferences, workshops events, etc
  • Stocked kitchen and bar
  • Equity in options
  • Flexible hybrid capacity

Additional Information:

Job Posted:
April 11, 2026

Work Type:
Hybrid work
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