Application Support Engineer

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 are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet 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.

Person’s profile

We are in search of a 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.

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.

What you’ll be doing:

•Monitor various logs and alerts to proactively identify issues and respond promptly.

•Investigate and diagnose the root cause of incidents, collaborating with other teams to respond and see the incident through to resolution.

•Participate in duty shifts, taking immediate actions and escalations 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 stakeholdersinternal teams

•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.

•Responsible for promptly identifying, classifying, investigating, and resolving technical incidents, ensuring adherence to service level agreements (SLAs) and effective communication with stakeholders

Requirements

• Some understanding of noSQL databases, specifically MongoDB and CosmosDB would be beneficial.
•  Experience with Azure infrastructure and the ability to work with Azure logs.
• An understanding of API integrations and any previous experience with API testing/debugging and development tools like Postman or similar tool
•  Experience using FTP (File Transfer Protocol) and related tools, such as Filezilla, is desired.
• Understanding how to securely transfer files and manage FTP configurations is advantageous.
• A fundamental understanding of SQL and the ability to write basic SQL queries. This knowledge will be essential for data retrieval, manipulation, and analysis as part of the responsibilities associated with this role.
• Desired experience in scripting such as python, javascript, powershell or similar
• Excellent communication skills, both verbal and written.
• Detail-oriented with a commitment to delivering high-quality results.
• Experience in Application or Technical support, showcasing your ability to assist clients with troubleshooting and resolving technical issues.
• 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.

Benefits

What benefits you’ll receive: 

• Competitive salary
• 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
• Sodexo food vouchers (160 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
• Annual L&D budget
• Employee referral bonus scheme
• Company-sponsored certifications and courses

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.

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.