Principal Support Engineer (SaaS)

Location: Hybrid in Sofia, Bulgaria

Company

A global technology company providing digital platforms and technology distribution services for business partners and customers.

What you will do

• Own and resolve high-priority Sev1 and Sev2 incidents affecting strategic customers.
• Troubleshoot applications, REST APIs, integrations, authentication services, cloud infrastructure, databases, microservices, and distributed systems.
• Lead cross-functional incident response and technical war rooms with Engineering, Product, Operations, Security, and external partners.
• Conduct root cause analysis using logs, metrics, traces, database analysis, and application diagnostics.
• Drive implementation and validation of permanent corrective actions with Engineering teams.
• Improve reliability, observability, automation, incident management, and operational efficiency while mentoring engineers.

Requirements

• 15+ years of experience in Technical Support Engineering, SRE, Platform Engineering, Application Support, or Production Support.
• Proven experience leading enterprise-critical Sev1 and Sev2 incidents through resolution.
• Experience supporting large-scale SaaS, cloud-based, or enterprise software platforms in customer-facing environments.
• Strong troubleshooting expertise across REST APIs, integrations, authentication, distributed systems, cloud platforms, databases, and microservices.
• Hands-on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools.
• Excellent communication skills for working with engineers, architects, business leaders, Directors, and Vice Presidents.

Nice to have

• Software Engineering, DevOps, SRE, or CI/CD experience.
• Scripting experience with Python, Bash, or PowerShell.
• Background in large-scale cloud, fintech, payments, or enterprise technology organizations.

Culture & Benefits

• Work on complex technical challenges at global scale.
• Diverse, inclusive, and collaborative working environment.
• Career growth and opportunities to influence platform reliability and customer outcomes.
• Background checks, including employment and education verification, are conducted after offer acceptance.