Support Engineer

The Role

As a Support Engineer at Hiyv, you make sure our customers' end users can get back to work as quickly as possible when IT issues occur. You find solutions, temporary or permanent, and carry out standard end-user changes efficiently.

You are part of our Operations team and work directly with customers' end users, suppliers and partners. The role is open to medior and senior engineers, providing second- and third-line support across a broad range of products and services.

What you will do:

Incident management

• Resolve incidents within agreed service levels, providing second- and third-line support

• Give functional and technical support across a broad range of products and services

• Dispatch tickets, verify authorisations and record all relevant information accurately

• Coordinate incidents that involve partners and suppliers

Service level management

• Monitor agreed service levels and make sure issues get resolved

• Keep customers informed and manage their expectations

• Escalate issues and complaints in time

• Support reporting and invoicing, and contribute to a smooth end-to-end IT experience for users

Change and problem management

• Register changes in line with the change management process and involve the right stakeholders

• Act as Change Owner and safeguard the quality of changes

• Spot recurring incidents and register them as problems

Knowledge sharing

• Share your knowledge with colleagues and customers

• Keep up to date with developments in the field

What are we looking for:

Must-have

• 2+ years of experience in IT support or a service desk role 

• Vocational or bachelor's degree in IT, or an equivalent level of working and thinking

• Experience providing second-line support to end users

• Working knowledge of incident, change and problem management

• ITIL Foundation certification

• Strong spoken and written English

Nice to have

• Third-line support experience

• ITIL Intermediate certification

• Product certifications relevant to the environments you support
  

Personality and ways of working

• Accurate: you record information carefully and get the details right.

• Proactive: you spot recurring issues and act before they grow.

• Good listener and communicator: you understand what users need and explain solutions clearly.

• Analytical: you gather the right information to get to the core of an issue quickly.

• Organisationally aware: you know who to involve and how to work across teams, customers and suppliers.

Location

The role is based in Sofia, Bulgaria. It is a full-time position with a hybrid working model.

Why join Hiyv:

Hiyv operates at the intersection of AI, cloud, software engineering, platform operations and enterprise digital transformation.

We are a growing international team supporting organisations across Northern Europe that want to scale their technology while keeping security, operational control and resilience.

Benefits

• Team events and community activities

• Sports card

• Health insurance, including dental

• Learning and development opportunities

• 25 days of vacation

• Hybrid working from home or the office
  

Don't match every requirement? That's okay – we value potential, curiosity, and the willingness to grow!