Position Overview

dormakabais seeking a 1st and 2nd Level Technical Support Specialist to provide frontline and advanced technicalassistancefor our safe lock and IP-based security solutions across the EMEA region. This role supports customers partners and internal teams by troubleshooting issues guiding product usage and ensuring smooth implementation ofdormakabatechnologies. The position is based inSofiaand focuses on delivering highquality support to dealer/ integratorfinancial institutions CashinTransit organizations and retail clients.

What you will do

• Serve as the first point of contact for technical inquiries providingtimelyandaccurate1stlevel support via phone email and ticketing systems.
• Escalate complex issues to 2ndlevel support whilemaintainingownership and communication with the customer.
• Diagnose and resolve hardware software network and configuration issues related todormakabasafe lock solutions.
• Assist clients with system setup integration and troubleshooting during implementation phases.
• Document issues resolutions and troubleshooting steps in internal systems to support knowledge sharing and continuous improvement.
• Collaborate with Product Management Engineering and Sales to ensure customer needs are understoodaddressedand met.
• Provide feedback on recurringquestionsto help improve product quality and support processes.
• Support the creation of technical documentation FAQs and user guides for internal and external audiences.
• Track and follow up on open cases to ensuretimelyresolution and customer satisfaction.
• Assist with testing new features updates and product releases tovalidatefunctionality andidentifypotential issues.

What we require

• Bachelors degree in engineering computer science IT ora relatedfield.
• 35 years of experience in technical support helpdesk or customer-facing IT roles; experience in IP technology or the financial sector is a plus.
• Strong understanding of network architectureSQLAPIsand IPbased systems.
• Familiarity with Agile tools (JIRA Confluence Windchill) is beneficial but notrequired.
• Strong analytical skills with attention to detail; advanced Excel knowledge is a plus.
• Working knowledge of IoT server systemsand mobile applicationsis appreciated.
• Basic programming knowledge (C XML or similar) is an advantage.
• Excellent communication skills with the ability to explain technical concepts to nontechnical users.
• Fluent in English and German.
• Ability to work flexible hours to support clients across multiple time zones.
• Strong customerfirst mindset with a commitment to highquality service.
• Teamoriented collaborator who works effectively across departments.
• Proactive problem solver who enjoys troubleshooting and finding solutions.
• Dependable organized and consistent in followthrough.
• Alignment withdormakabascore values: Trust Customer First Curiosity Courage and Performance.

What we offer

• Best opportunities in a globally operating company valuing diversity inclusion sustainability and mutual trust
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 102.26 EUR Food vouchers
• Public transportation card
• Multisport /Coolfitcard
• Opportunity for flexibility with a hybrid working model
• Employee Assistance Program (Mental Health Legal & Financial Counselling)
• Language training opportunity
• Brand new modern office premises in a class A Business building
• Employee referral program
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15000 LinkedIn Learning courses to assist in your development

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management as a leading global provider in the access solutions market for schools banks airports hospitals hotels and many more we enable seamless movement within secure safe and sustainable places. With over 160 years of experience and a focus on excellence and innovation we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba you are encouraged to take initiative develop your skills and build your career alongside 16000 experts worldwide who are setting industry standards every day.

Work in a place where you matter apply now!