L1 Technical Support Engineer (French and English)

Location: Sofia, Bulgaria; office-based role with support coverage during core business hours and flexibility outside standard hours when required.

Annualized base salary: €22,000–€24,000, paid across 13 salaries.

Company

Taulia is a fintech company within the SAP group, providing a platform that helps businesses and suppliers access cash and build more resilient, sustainable global supply chains.

What you will do

• Own customer inquiries end to end, diagnosing and troubleshooting issues across user interfaces, invoicing, account management, access, and integrations.
• Provide timely, professional support through web tickets, email, chat, and phone.
• Investigate platform anomalies, identify root causes with internal tools, and escalate complex cases to Level 2 Support or Engineering with complete documentation.
• Record customer interactions, resolutions, and troubleshooting steps in case-management systems such as Jira and Salesforce.
• Create and maintain technical documentation, knowledge-base articles, and troubleshooting guides.
• Meet service-level agreements and key performance indicators while contributing insights on recurring customer issues.

Requirements

• Full professional proficiency in written and verbal French and English.
• At least 1 year of experience in technical support, IT helpdesk, or a customer-facing technical role.
• Understanding of enterprise information systems, web-based applications, and software troubleshooting methodologies.
• Strong analytical and problem-solving skills, including the ability to explain complex technical concepts clearly and provide actionable user guidance.
• Exceptional emotional intelligence and client-facing communication skills for handling high-pressure situations.
• Ability to work autonomously, manage priorities, and collaborate within a distributed global team.
• Mature, professional, accountable, and adaptable approach.
• Flexibility to work outside standard business hours when required for critical operational needs.

Nice to have

• Experience supporting B2B software, fintech applications, or enterprise platforms.
• Knowledge of Procure-to-Pay, supply chain management, or Accounts Receivable/Accounts Payable workflows.
• Familiarity with financial technology, working capital management, or finance terminology.
• Experience with enterprise helpdesk and ticketing systems such as Jira Service Management or Salesforce.
• Working knowledge of SAP or other major ERP systems.
• Familiarity with IT service-management frameworks such as ITIL or COBIT.
• Bachelor’s degree in Information Technology, Computer Science, Finance, or a related field.
• Additional European languages.

Culture & Benefits

• Inclusive workplace with emphasis on authenticity, diverse perspectives, collaboration, and continuous learning.
• Annual 13th salary and performance bonus.
• 25 days of annual leave, increasing to 28 days with tenure, plus 12 weeks of paid parental leave.
• Medical and life insurance, Employee Assistance Program, and a choice of MultiSport card or monthly sports reimbursement.
• Mobile and internet reimbursements, device budget every two years, tuition reimbursement, and internal learning resources.
• Office benefits include catered lunches twice weekly; travel expenses are refunded for hybrid team members.