Technical Support Lead (French)
Technical Support Lead (French)
Posted on :
23-08-2025
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1 Vacancy
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Job Description
Our tech team in Sofia:
- Joining our team of Support Engineers you will work on one of the most promising accounting solutions for process optimization in Europe.
- Plan As team has played a pivotal role in the project since its start nearly two years ago.
- Our team in Bulgaria comprises a fully developed group of 23 top professionals. This team includes talented Front-end and Back-end Engineers Automation QA Engineers Product Specialists and L2 Tech Support professionals.
- Some of our colleagues have already been recognized as Squad Leads highlighting theirtechnicalexpertise and leadership capabilities.
- The entire QA process is developed and managed by our highly skilled QA Manager and her team of QA Automation Engineers.
- The teamisseamlessly integrated into an international setup collaboratingwith professionals with huge experience in automation solutions who know how to make successful software products.
Essential duties and responsibilities:
- Lead and manage a team of Level 2 support professionals.
- Handle incoming tickets from three primary sources: payment help bugs and data fixes.
- Communicate effectively with Customer Success Managers (CSMs) Level 1 support and occasionally clients.
- Collaborate with third parties to investigate and resolve issues.
- Analyze data to identify root causes and communicate findings to stakeholders.
- Set Key Performance Indicators (KPIs) track progress and report to the QA Lead.
- Assist in onboarding new team members and provide ongoing support.
- Suggest and implement improvements to enhance team performance and communication.
- Read and interpret logs to troubleshoot issues.
- Utilize basic knowledge of development tools networking and APIs in problem-solving.
- Maintain a customer-oriented approach and provide excellent communication.
- Foster a proactive and result-oriented team environment.
- Work collaboratively as a team player to achieve common goals.
Qualifications/Experience:
- Proven experience in a leadership role preferably in a support or technical environment.
- Proficiency in English; knowledge of French is a strong plus.
- Experience with Datadog or similar monitoring and analytics software.
- Strong analytical skills and ability to find root causes of issues.
- Excellent communication skills both written and verbal.
- Experience in communicating with third parties and stakeholders.
- Basic understanding of development tools networking and APIs.
- Customer-oriented mindset with a focus on providing exceptional service.
- Proactive attitude with a focus on achieving results.
- Ability to work effectively as part of a team.
- Experience with payment and/or accounting software or working as a third-party provider is a plus.
Employment Type
Full Time
Key Skills
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