Technical Support Representative (SQL/API)

Location: Bulgaria; hybrid position, working from 15:00 to 00:00

Company

hirify.global provides cloud-based logistics and supply chain technology used by more than 26,000 customers worldwide, including the Sellercloud eCommerce platform.

What you will do

• Provide timely technical support through phone, email, and chat.
• Investigate and resolve customer issues involving online marketplaces, orders, inventory, fulfilment, integrations, configuration, and system behavior.
• Use SQL, logs, structured data, and technical tools to validate data and troubleshoot errors or synchronization issues.
• Troubleshoot APIs, interpret response codes and payloads, reproduce issues, and identify appropriate resolutions or escalations.
• Manage support tickets, maintain customer communication, and coordinate with internal teams through resolution.
• Perform root cause analysis, identify recurring patterns, and prepare detailed escalations for Development.

Requirements

• Experience in eCommerce, technical support, application support, software support, or another relevant customer-facing technical environment.
• Experience with online marketplaces, orders, inventory, fulfilment, or other eCommerce processes.
• Strong written and spoken English, including confidence communicating with customers during live calls.
• Ability to write and run SQL queries for data validation, troubleshooting, and error or synchronization investigation; understanding of joins, filters, and aggregations.
• Experience troubleshooting APIs with tools such as Postman or curl, including interpreting response codes and payloads.
• Familiarity with API authentication, rate limits, integrations, and schema mismatches.
• Ability to navigate application or server logs, validate system configurations, and reproduce issues where appropriate.
• Experience reviewing CSV, XML, and JSON files for formatting, data, and transformation issues.
• Curiosity, structured analytical thinking, ownership, adaptability, openness to feedback, and collaborative communication with customers, Support colleagues, and technical teams.

Culture & Benefits

• Hands-on training and ongoing opportunities to build deep Sellercloud expertise.
• Exposure to eCommerce operations, marketplaces, inventory, fulfilment, APIs, integrations, and data troubleshooting.
• Collaborative international team environment with emphasis on transparency, accountability, customer trust, and continuous learning.
• Opportunities for continued growth within a global software and logistics technology organisation.
• Hybrid work arrangement with a required schedule from 15:00 to 00:00; remote and flexible work hours are also mentioned as company benefits.
• In-person and virtual interviews may be conducted; virtual interviews use Microsoft Teams and are recorded and transcribed, with AI tools used for notetaking, summarization, and internal training but not hiring decisions.

Hiring process

• Submit an application; candidates with approximately 70% of the qualifications are encouraged to apply.
• Complete a mix of in-person and virtual interviews. Virtual interviews are conducted via Microsoft Teams and may be recorded and transcribed.