Application Support Engineer

Job Title: Application Support Engineer

Type of employment: Permanent, Full-Time

Location: This is a remote/hybrid role based in Bulgaria. You need to be based in Bulgaria and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global   

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.  

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, and FedEx.  

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.  

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Position Overview:

We are in search of an Application Support Engineer who resonates with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

Application Support Technology Stack

• Cloud Platforms: AWS, Azure
• Databases: SQL Server, MongoDB, CosmosDB, mySQL
• APIs & Integrations: RESTful APIs, GraphQL APIs, SOAP APIs, Postman, Swagger
• Scripting & Automation: Python, Bash, PowerShell

Key Responsibilities:

As an Application Support Engineer, you will play a crucial role in ensuring the optimal performance and reliability of our applications and systems. You will be responsible for resolving technical issues, assisting clients, and collaborating with cross-functional teams to deliver exceptional service. Your expertise will contribute to the success of our clients and the growth of our organization.

• 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.

What you’ll need to be successful:

• 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).
• Proficiency in FTP (e.g., FileZilla) and secure file transfers is preferred.
• 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.
• Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.
• Strategic Thinker: Apply a "Grown-up Mindset" by approaching tasks with a strategic perspective, making well-informed decisions that contribute to the overall success of the team and the organization.
• Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally.

Qualifications: 

• 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.

• 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

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.