Technical Support Engineer (Sofia)

About Gem

Cut costs through consolidation: Replace your scattered recruiting tools with one AI-powered platform for ATS, CRM, sourcing, scheduling, and analytics. Reduce spend on expensive sources of talent and eliminate redundant point solutions.
Maximize recruiter productivity: Get up to 5x efficiency gains with AI built into every workflow — from sourcing talent and reviewing applications to scheduling interviews and managing candidates. With all products working better together, recruiters spend less time switching systems and more time building relationships.
Unlock data-driven recruiting: Get access to analytics across the recruiting funnel without complex BI tools. From pipeline metrics to hiring forecasts, Gem helps you make data-driven decisions and demonstrate impact.
Use AI that actually works: Get better results from AI that learns from all your recruiting data. With insight into every candidate touchpoint and interaction, Gem AI makes smarter decisions about who to engage and how.
Work with software built for recruiters: Use a platform designed around how recruiters actually work, not a collection of technical features. Quick implementation, intuitive workflows, and clear analytics make Gem the solution teams actually use and trust.

Become a product expert for Gem, learning about all facets of the product and using that knowledge to assist our customers with their most challenging questions.
Provide customized and data-informed recommendations and solutions for customer challenges, always keeping in mind the user experience.
Facilitating the creation of technical documentation to train TSEs and CSMs on more complicated parts of the product.
Coordinate, organize, and manage support workstreams for large product rollouts
Document recurring product issues to help triage customer issues, drive and improve product quality, and impact product roadmaps.

You exude empathy and genuinely care about helping users get to the root of the problem and effectively solving their problems.
2+ years of experience working in a support role (SaaS experience preferred)
Excellent written and verbal communication, especially when explaining technical concepts to less-technical users.
Comfortable in a user-facing role, interacting with both customers and our EPD teams to ensure customer needs are met.
Ability to work in a highly cross-functional environment.
Openness and honesty when you don’t know the answer, and the drive to find one.
Familiar with OAuth, and basic web troubleshooting
A self-starter who is comfortable taking the initiative to resolve issues in ways they deem fit.
Nice to have: Basic understanding of Javascript, SQL, HTML,, APIs, and comfortable looking at and using Chrome’s Console and developer tools.

Details

Location

Technical Support Engineer (Sofia)

Cut costs through consolidation: Replace your scattered recruiting tools with one AI-powered platform for ATS, CRM, sourcing, scheduling, and analytics. Reduce spend on expensive sources of talent and eliminate redundant point solutions.
Maximize recruiter productivity: Get up to 5x efficiency gains with AI built into every workflow — from sourcing talent and reviewing applications to scheduling interviews and managing candidates. With all products working better together, recruiters spend less time switching systems and more time building relationships.
Unlock data-driven recruiting: Get access to analytics across the recruiting funnel without complex BI tools. From pipeline metrics to hiring forecasts, Gem helps you make data-driven decisions and demonstrate impact.
Use AI that actually works: Get better results from AI that learns from all your recruiting data. With insight into every candidate touchpoint and interaction, Gem AI makes smarter decisions about who to engage and how.
Work with software built for recruiters: Use a platform designed around how recruiters actually work, not a collection of technical features. Quick implementation, intuitive workflows, and clear analytics make Gem the solution teams actually use and trust.

Become a product expert for Gem, learning about all facets of the product and using that knowledge to assist our customers with their most challenging questions.
Provide customized and data-informed recommendations and solutions for customer challenges, always keeping in mind the user experience.
Facilitating the creation of technical documentation to train TSEs and CSMs on more complicated parts of the product.
Coordinate, organize, and manage support workstreams for large product rollouts
Document recurring product issues to help triage customer issues, drive and improve product quality, and impact product roadmaps.

You exude empathy and genuinely care about helping users get to the root of the problem and effectively solving their problems.
2+ years of experience working in a support role (SaaS experience preferred)
Excellent written and verbal communication, especially when explaining technical concepts to less-technical users.
Comfortable in a user-facing role, interacting with both customers and our EPD teams to ensure customer needs are met.
Ability to work in a highly cross-functional environment.
Openness and honesty when you don’t know the answer, and the drive to find one.
Familiar with OAuth, and basic web troubleshooting
A self-starter who is comfortable taking the initiative to resolve issues in ways they deem fit.
Nice to have: Basic understanding of Javascript, SQL, HTML,, APIs, and comfortable looking at and using Chrome’s Console and developer tools.