Technical support engineer

Technical support engineer

Who We Are: RaceFacer is a fast-growing IT company specialized in developing software solutions for international clients. Our mission is to provide go-kart centers with a complete and affordable solution – including timing software, hardware, and support. RaceFacer is the world’s first social network for tracks and drivers, specifically designed for the rental karting sector. Due to our expansion on the European and global markets, we’re looking for a Technical Support Engineer who will be the connection between our customers and the technical team, ensuring high-quality support and technical guidance.

Responsibilities:

• Provide multi-channel support: Diagnose and resolve software and hardware issues for customers via customer service platform, ticketing system, email, live chat, and phone.
• Manage support workflow: Efficiently prioritize, handle, and troubleshoot support tickets to meet SLAs and customer expectations.
• Problem-solving & solutions: Identify root causes, provide effective solutions, and implement workarounds to ensure issue resolution.
• Technical collaboration: Escalate complex issues and collaborate with development teams as needed to resolve problems and enhance customer satisfaction.
• Client enablement: Assist with onboarding and training for new clients.
• Knowledge management: Create, update, and maintain accurate support documentation and internal knowledge base articles.

Communication & Language: 

• Working Proficiency in English: Demonstrated ability to communicate clearly and effectively in both written and spoken English.
• Effective Communication Skills: Proven experience explaining complex technical concepts clearly and patiently to both technical and non-technical users.

Technical Knowledge & Skills:

• Databases: Basic knowledge of relational databases, specifically MySQL (e.g., simple queries, understanding structure).
• Operating Systems: Solid understanding and practical troubleshooting experience with Windows, and Linux OS.
• Networking Fundamentals: Understanding of core computer networking concepts (TCP/IP, DNS, DHCP, firewalls, troubleshooting connectivity).
• Systems & Infrastructure: Knowledge of computer hardware, software, and system operations.
• Remote Support Tools: Proficiency in using remote desktop applications (e.g., TeamViewer, Remote Desktop, AnyDesk) to diagnose and resolve issues.
• Web Technologies: Foundational understanding of web technologies (e.g., HTTP/HTTPS, browsers, HTML).
• Linux Skills: Command-line proficiency and understanding of common Linux system administration tasks.

Core Abilities: 

• Strong Problem-Solving & Analytical Skills: Ability to methodically diagnose technical issues, analyze root causes, and implement effective solutions.
• Excellent Time Management & Multitasking: Proven ability to efficiently prioritize tasks, manage multiple tickets/cases simultaneously, and meet deadlines in a fast-paced environment.
• Customer Focus: Dedication to providing a positive and supportive customer experience.

Nice-to-Have (Strengthen Application): 

• Experience with IT service management (ITSM) or ticketing systems (e.g., Jira Service Management, Intercom).
• Familiarity with scripting or automation (e.g., Bash, Python, PowerShell).

Additional Considerations for the Job Description: 

• Experience: 1-3 years’ experience in a technical support or similar customer-facing technical role.
• Work Environment: on-site – Sofia, Bulgaria
• Role Specifics: Deliver expert technical support for Racefacer’s SaaS platform (core functionality, integrations, and hardware) and provide foundational support for users of the Racefacer social network.
• Bonus Skills: Second language Spanish, Interest, or passion in motorsports or karting.
• What We Offer: Competitive salary and performance bonuses, Additional health insurance

A young, motivated, and collaborative team. Opportunity to grow in a fast-developing tech company