Position Overview
dormakaba is seeking a 1st and 2nd Level Technical Support Specialist to provide frontline and advanced technical assistance for our safe lock and IP-based security solutions across the EMEA region. This role supports customers, partners, and internal teams by troubleshooting issues, guiding product usage, and ensuring smooth implementation of dormakaba technologies. The position is based in Sofia and focuses on delivering high‑quality support to, dealer/ integrator, financial institutions, Cash‑in‑Transit organizations, and retail clients.
What you will do
- Serve as the first point of contact for technical inquiries, providing timely and accurate 1st‑level support via phone, email, and ticketing systems.
- Escalate complex issues to 2nd‑level support while maintaining ownership and communication with the customer.
- Diagnose and resolve hardware, software, network, and configuration issues related to dormakaba safe lock solutions.
- Assist clients with system setup, integration, and troubleshooting during implementation phases.
- Document issues, resolutions, and troubleshooting steps in internal systems to support knowledge sharing and continuous improvement.
- Collaborate with Product Management, Engineering, and Sales to ensure customer needs are understood, addressed and met.
- Provide feedback on recurring questions to help improve product quality and support processes.
- Support the creation of technical documentation, FAQs, and user guides for internal and external audiences.
- Track and follow up on open cases to ensure timely resolution and customer satisfaction.
- Assist with testing new features, updates, and product releases to validate functionality and identify potential issues.
What we require
- Bachelor’s degree in engineering, computer science, IT, or a related field.
- 3–5 years of experience in technical support, helpdesk, or customer-facing IT roles; experience in IP technology or the financial sector is a plus.
- Strong understanding of network architecture, SQL, APIs, and IP‑based systems.
- Familiarity with Agile tools (JIRA, Confluence, Windchill) is beneficial but not required.
- Strong analytical skills with attention to detail; advanced Excel knowledge is a plus.
- Working knowledge of IoT, server systems and mobile applications is appreciated.
- Basic programming knowledge (C++, XML, or similar) is an advantage.
- Excellent communication skills with the ability to explain technical concepts to non‑technical users.
- Fluent in English and German.
- Ability to work flexible hours to support clients across multiple time zones.
- Strong customer‑first mindset with a commitment to high‑quality service.
- Team‑oriented collaborator who works effectively across departments.
- Proactive problem solver who enjoys troubleshooting and finding solutions.
- Dependable, organized, and consistent in follow‑through.
- Alignment with dormakaba’s core values: Trust, Customer First, Curiosity, Courage, and Performance.
What we offer
- Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
- Home office allowance
- 25 days paid annual leave
- Additional health insurance
- 102.26 EUR Food vouchers
- Public transportation card
- Multisport / Coolfit card
- Opportunity for flexibility with a hybrid working model
- Employee Assistance Program (Mental Health, Legal & Financial Counselling)
- Language training opportunity
- Brand new modern office premises in a class A Business building
- Employee referral program
- Fresh fruits in the office
- Training and mentorship programs
- Access to over 15,000 LinkedIn Learning courses to assist in your development
Who we are
We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.
Work in a place where you matter – apply now!