Level 3 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 Level 3 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.

What you’ll be doing

The Level 3 Support Engineer role is responsible for managing escalated client, carrier and platform issues that require advanced technical expertise and strategic problem-solving. This role requires a deep understanding of ZigZag’s products or services, coupled with exceptional leadership and communication skills to ensure timely and satisfactory resolution of complex customer facing issues. You will be expected to work with technical teams in the development of custom solutions and implementation preparation, leveraging your technical expertise and industry knowledge.

3rd Line Support

• Responsible for promptly identifying, classifying, investigating, communicating and resolving technical incidents that have been escalated by Application Support, ensuring adherence to service level agreements (SLAs) and effective communication with internal and external stakeholders.
• Confidently and effectively communicate with clients during escalated issues, ensuring clarity and reassurance throughout the resolution process.
• Provide guidance on complex issues and best practices to the rest of the application support team, fostering a culture of continuous learning and improvement.
• Serve as the highest level of escalation for complex technical issues related to our product, applications and integrations, providing in-depth analysis, troubleshooting, and resolution.
• Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and best practices, to support the ZigZag Support Team.

Issue Escalation to Development and DevOps Teams

• Clearly document and articulate technical issues for escalation.
• Ensure that L3 tickets are correctly escalated (with comprehensive information) and assigned to the right development team for review and feedback. Including client sentiment and impact assessment.
• Track escalated issues to resolution.
• Collaborate closely with cross-functional teams, including software developers, quality assurance engineers, and system administrators, to resolve complex technical issues and implement solutions.

Operational Requirements and Acceptance

• Provide Operational Requirements during the Refinement stage of the Software Delivery Lifecycle (SDLC), ensuring that proposed changes align with the operational needs and standards expected.
• Collaborate closely with Product Team Leads (Product, Development, Project Management, Quality Assurance, Documentation) to ensure the Operational Readiness of new features and changes to existing functionality, leveraging your technical expertise and domain knowledge.
• Highlight dependencies and potential impacts on existing systems or processes during change discussions.
• Collaborate with business stakeholders to identify the impact and risks of proposed changes and new features on existing functionality and processes, for teams such as Support, Client Success and Managed Services.
• Provide Operational Acceptance prior to deployment of software to Production, confirm all operational requirements are met at CAB meetings

Requirements

• Proficiency in one or more programming languages, such as C++, C#, Python, or Java.
• Good stakeholder management skills and confidence when presenting complex processes to other teams in the business.
• Proficiency in working with noSQL databases, specifically MongoDB and CosmosDB
• Demonstrate a high level of proficiency in SQL and capability to write complex queries.
• Experience with MS Azure infrastructure and the ability to work with Azure logs.
• A solid understanding of API integrations and experience with API testing/debugging using Postman or similar tools.
• Excellent verbal and written English language to interact seamlessly with the Support team, clients and stakeholders.
• A solid understanding and practical experience in GraphQL is a bonus.
• 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

• 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.