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Support Engineer, English Native speaker at Milestone Systems (Sofia, Bulgaria)

Milestone Technical Support (MTS) is an international team of support professionals, engineers, developers and testers dedicated to excellent customer and partner satisfaction. MTS uses its core technical competencies and an excellent knowledge of the Milestone software and supporting applications to deliver responsive and reliable solutions. We do excellent support on a global scale and handle a wide range of setups and technical challenges daily, while keeping cool under pressure. 

As a Support Engineer, you will be part of our Frontline team based at Sofia, Bulgaria. Responding on emails, license chats, phone calls and cases assigned to you, you will be the main support contact for all general inquiries, as well as technical cases.  

The job requires a high degree of passion, collaboration, great communication, and a can-do attitude.    With the challenges of different technologies, you’ll face in this role, there will be plenty of opportunities to grow both personally and professionally. Being the number one global supplier of VMS software, our installation base is diverse and challenges us with implementation of License Plate Recognition, Access Control, Perimeter Intrusion Detection and a huge number of partner-developed integrations based on our SDK.  

Primary responsibilities  

  • Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude   

  • Resolves technical issues by applying advanced troubleshooting techniques and analysis  

  • Ensures that all relevant communication, documents and files related to the case are accurately archived in the support system  

  • Create and maintain a variety of self-help resource (KBs, how-to guides), monitor community forums  

  • Meet predetermined targets and represent the company in a professional manner  

  • First point of contact for basic/simple customer-facing issues, normally handled by the Partner or by Milestone Help-Desk  

  • Answers in-depth technical questions requiring remote troubleshooting and analysis methods/skills  

  • Troubleshooting product or Windows environment error messages  

Professional qualifications 

  • At least 3 years of work experience doing support for external clients  

  • Experience with remote troubleshooting with Teamviewer (or equivalent tool)    

  • Excellent communication skills and fluency in English, preferably native UK

  • Any other European language would be appreciated 

  • Experience providing multichannel support, confident in providing support over the phone and public forums   

  • Good understanding of IP Network technologies   

  • Good technical understanding and practical experience with Microsoft Windows Server operating systems  

  • Knowledge of Microsoft AD user/group authentication    

  • Experience with Wireshark (or equivalent tool)   

  • SQL Express Management Studio knowledge would be an advantage  

Personal skills 

  • Ability to take on increasingly challenging assignments with a 'can do' attitude   

  • Team player attitude: shares information, help colleagues and knows when to ask for help  

  • Confident of own capabilities and believes that persistence and hard work yield results  

  • Has good analytical problem solving capabilities  

  • Gives and receives constructive feedback to strive for continuous self-improvement  

  • Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations  

  • Keywords: multi-task oriented, calm, polite, clear, articulate, positive, friendly  

Milestone Systems offers 

  • Fixed working hours, starting between 8AM – 11AM  

  • Attractive compensation package - competitive salary, company sponsored mobile and phone plan, food and compliments vouchers and sports program 

  • Healthy work environment - company sponsored medical program, fruit and beverage program, open communication 

  • Work-life balance – 25 days paid vacation, team buildings and celebrations  

  • Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of world-wide IT professionals 

For more information, please visit our website:    If you have questions for the position, please contact Rosen Rosenov Goranov, Front Line Team Manager at +359 24 426 172. We will be interviewing candidates on an on-going basis, so please submit your application in English as soon as possible.  

by via developer jobs - Stack Overflow

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