Technical Support Specialist

Аbout us OfficeRnD has one mission: making flexible and hybrid working the norm, rather than an option. We started building our SaaS platform back in 2015 to support the future of work. We believe that offering freedom and flexibility is the key to providing a better workspace experience. And that’s what enables us to develop products that matter - for our customers and the world. The company has offices in Bulgaria, USA, UK, Australia and our teammates are the ones getting us to the top in our market niche. If you're passionate about technology, too, come and join us! Аbout the role We are seeking a Technical Support Specialist to work on a complex SaaS platform that integrates with payment gateways, accounting systems, CRMs, and door access hardware - handling everything from REST API troubleshooting to document template fixes in HTML and CSS. You'll work closely with Product, Dev, and QA teams - investigating bugs, capturing customer feedback, and closing the loop between what customers experience and what we build next. Working hours: Each workday is 8 effective hours, including breaks. Working hours are 13:00 - 22:00. What You’ll Do Handle customer queries over email and chat, with occasional remote sessions, within SLA targets. Investigate and reproduce bug reports, then work with Dev and QA to confirm and log them. Use Postman, HTML, and CSS to dig into and resolve customer-specific requests. Translate customer feedback into clear, actionable reports for the product team. Own integration-related questions - door access, payment gateways, accounting systems. Build relationships with customers by understanding their setup and catching issues before they escalate. Collaborate across teams to share knowledge and contribute to how our products develop. What You'll Bring 2+ years in a technical support role. Comfortable working in Intercom or similar helpdesk tools and with remote desktop sessions. Solid grasp of support fundamentals: ticket prioritization, escalation, SLA, and CSAT. Strong troubleshooting instincts - you dig until you find the root cause. HTML, CSS, or REST API experience is a plus. Familiarity with accounting software, CRMs, or email domain management is a plus. A CS degree or related field is preferred but not required. Familiarity with AI tools - using them in a support workflow, not just knowing they exist - is a plus. Excellent command of written and spoken English. What we offer Premium health insurance, including dental coverage. 25 days of annual paid leave. An additional day off to celebrate your birthday. 3 paid volunteering days per year. Full compensation for the first 3 days of sick leave. Additional Parental leave. To ease your commute, we provide you with either parking access or a public transport pass. Hybrid work model (minimum 40% of monthly working time onsite). Co-funded sports card to support your active lifestyle. Learning and development opportunities. If this sounds like the right opportunity for you, we’d love to talk!