Technical Support Engineer at Ampeco in Sofia

Job description

AMPECO is one of the most innovative companies in the area of electric vehicle charging infrastructure - an industry that aims to change the world by making charging easier for everyone. As electric vehicles (EVs) drive a transformation of the transport and mobility sectors, AMPECO is at the forefront of that grand revolution, and we’re just getting started. Our product - the AMPECO EV Charging Platform - is a business-critical SaaS platform used by companies to manage their EV charging infrastructure, processes and energy use. It’s already in use by companies all over the world, from North and South America to Europe, Asia and Australia. Our team is highly motivated, capable, and committed to our mission. We are looking to expand it with like-minded, capable people, eager to give, learn and grow with us. About the role Technical Support Engineers play a critical role in helping customers successfully operate one of the industry’s most feature-rich EV charging management platforms. As a Technical Support Engineer, you will investigate technical issues, develop deep expertise in the AMPECO platform, and work closely with Engineering, Product, and Customer Management teams to deliver timely, accurate, and high-quality technical support to customers across the globe. Success in this role goes beyond troubleshooting technical issues. It requires understanding the customers business objectives, operational workflows, and use cases to provide relevant technical guidance and build long-term trust through every interaction. AMPECO is a highly configurable enterprise SaaS platform, and becoming an effective Technical Support Engineer requires analytical thinking, continuous learning, and a genuine commitment to developing deep product expertise. Every customer interaction expands your understanding of how the platform is used in diverse real-world environments. What you’ll do Technical Investigation Investigate customer-reported technical issues by analyzing application behavior, system logs, configuration settings, APIs, and available diagnostics; Develop a clear understanding of the customer’s objective, the expected platform behavior, the actual system behavior, and the business impact to determine the most appropriate resolution path; Reproduce issues in controlled environments to validate findings and support technical investigations; Differentiate between product behavior, configuration challenges, integrations, environmental factors, and product defects, engaging the appropriate teams when necessary. Customer Partnership Build a strong understanding of each customer’s business goals, operational workflows, and platform use cases to provide meaningful technical guidance; Take ownership of customer cases from initial investigation through resolution, ensuring timely communication, regular progress updates, and clear expectation management; Explain technical concepts, investigation findings, and recommended next steps in a way that is clear and accessible for both technical and non-technical stakeholders; Build trusted relationships by delivering professional, consistent, and customer-focused technical support. Cross-functional Collaboration Work closely with Engineering, Product, QA, and Account Delivery Management teams to resolve customer issues efficiently; Provide clear technical findings that enable Engineering to reproduce, understand, and address product issues; Share knowledge and contribute to continuous improvements in troubleshooting practices, documentation, and team processes. Product Expertise Continuously develop deep expertise in the AMPECO platform, its capabilities, and the technologies it integrates with; Stay current with new platform features and continuously expand your technical knowledge; Contribute to internal documentation, troubleshooting guides, and knowledge-sharing initiatives that improve team effectiveness. What we’re looking for We’re looking for engineers who enjoy understanding complex software s