Technical Support Specialist

About hireworks hireworks is building a community of top talent in Bulgaria and unlocking unparalleled access to positions at leading U.S. based companies. As your employer of record, hireworks will ensure you have a seamless interview, onboarding and employee experience - providing ongoing support and resources along the way.hireworks was established in 2023 as a Bulgarian entity and is forging corp to corp relationships with U.S. based organizations looking to grow their teams with best in class talent out of Bulgaria. Working with hireworks means unlocking access to a network of local peers and mentors and career opportunities through our client network. About our Client A sophisticated relationship-mapping platform is redefining high-stakes advocacy by enabling organizations to influence the worlds most elusive leaders through their own trusted networks. Rather than relying on traditional broad-reach advertising, this technology utilizes massive public datasets to visualize the complex web of social and professional connections surrounding key stakeholders, such as C-suite executives, policymakers, and investors. By identifying the specific colleagues, advisors, and personal contacts who actually shape a leader's perspective, the platform allows Fortune 500 companies and global agencies to deliver strategic content directly to a decision-makers inner circle. This approach ensures that a brand's most critical messages bypass traditional gatekeepers and surface naturally within the private ecosystems where the most important business and policy decisions are actually made. About the Position As Technical Support Specialist, you will be the vital link between internal users and Product Development teams. You will be the frontline of product stability, embedded in the software product lifecycle, with exposure to how a growing startup scales its technology and processes. You will begin by mastering the user experience, triaging incoming requests and resolving immediate needs. As you grow, you will go under the hood - navigating backend systems, querying databases and analyzing logs to identify the root cause of complex issues. The role offers a clear path toward more senior technical operations or engineering responsibilities. What You'll Do: Triage & Traffic Control: Act as the first point of contact for internal support tickets, categorizing and prioritizing requests with the appropriate urgency. User Discovery & Enablement: Partner with internal users to understand workflows, distinguish how-to questions from system bugs, provide training, and gather clear reproduction steps and context for developers. Problem Solving: Independently resolve Tier 1 and Tier 2 issues, from product guidance to troubleshooting known configuration errors. Escalation & Incident Management: Own the lifecycle of a ticket, manage escalation paths, and help determine when issues should be elevated to high-priority incidents. Technical Deep-Diving: Build your technical depth by using tools such as SQL and Datadog to investigate backend behavior and identify root causes. Required Qualifications: 2+ years of experience in product support, technical support, or a related role. Comfort working in an ambiguous, fast-moving startup environment and helping define processes from the ground up. Strong organizational skills and the ability to manage and prioritize a busy support queue. A user-first mindset with the ability to understand frustration and provide clear, helpful support. A strong problem-solving and investigative mindset - you want to understand why something broke, not just fix it. Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users. Strong technical aptitude and comfort working with terminals, spreadsheets, or snippets of code. Familiarity with, or a strong desire to learn, SQL and API fundamentals. Benefits  hireworks is cultivating a growing community of top talent across Bulgaria. In addition to unlocking access to positions at top tier U.S. based companies, we offer a variety of benefits to enhance your experience: Competitive Pay – compensation that reflects your experience and accomplishments. Remote Flexibility – work from anywhere in Bulgaria, with the option to use our Sofia co-working space. Paid Time Off – ample vacation days to rest and recharge. Public Holidays – all Bulgarian federal holidays are fully paid days off. Contract Flexibility – choose between a standard Bulgarian labor contract or a B2B set-up, depending on your preference. Supplemental Health Insurance additional coverage available for team members on a standard laborcontract.