Senior Customer Support Specialist

We’re looking for a Senior Customer Support Specialist to join our Customer Experience team in Sofia. This is not a traditional high-volume support role, it’s an opportunity to work on complex software challenges and help customers get the most value from a highly configurable platform.

In this role, you’ll act as a key link between customers and internal teams, owning issues from investigation through resolution. You’ll partner closely with Product, Engineering, and Customer Success to troubleshoot problems, interpret system behavior, and drive meaningful, long-term solutions.

You’ll be part of a close-knit, supportive team in Sofia, with opportunities to build your expertise and gain exposure across areas like product, systems, and process improvement.

We’re looking for someone who puts customers first, takes ownership, and works collaboratively across teams. You’re adaptable, curious, and motivated to continuously improve how work gets done, including using tools like AI to work more efficiently.

You bring strong technical curiosity and communication skills, and you’re comfortable navigating complex systems, managing multiple priorities, and handling challenging situations with professionalism and care.

• Experience troubleshooting APIs or working with web-based applications in a support environment
• Familiarity with Agile or software development environments
• Experience working with data-driven platforms or interpreting data outputs
• Exposure to identity management systems (e.g., Okta, Azure AD), SSO, MFA, or SQL
• Background in IT, engineering, or programming
• Knowledge of chemical safety, product stewardship, or supply chain sustainability
• Experience using AI tools to improve workflows or productivity