Application Support Engineer

April 27

ZigZag Global

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ZigZag is a SaaS platform to help retailers manage returns globally.

Returns • Marketplaces • Retail • Logistics • Delivery

11 - 50

💰 $19M Series A on 2019-11

Description

• 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. •

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