Experienced Support Engineer | Bulgaria

Position Overview

This role is responsible for ensuring the stable operation, monitoring, and support of data ingestion pipelines and platform components that integrate data from various IT applications and network systems.

Responsibilities

Support Delivery & Incident Management

• Act as an active team member in support delivery.
• Deliver high-quality fixes and solutions.
• Resolve incidents within defined SLAs.
• Handle support tasks efficiently within agreed timelines.
• Provide support during major incidents (P1/P2) and ensure swift restoration of services.
• Collaborate with engineering teams for deeper technical issue resolution.

Application Stability & Operational Excellence

• Ensure stable and reliable operation of applications and data pipelines.
• Support deployments across environments and validate post-release stability.
• Follow organizational change and release governance frameworks.
• Assist in debugging and resolving complex production issues.

Problem Management & Continuous Improvement

• Perform root cause analysis (RCA) for recurring incidents.
• Drive implementation of permanent fixes, including bug fixes, workarounds, and performance optimizations.
• Proactively identify opportunities to reduce incident recurrence.
• Contribute to continuous improvement of system performance and reliability.

Documentation & Knowledge Management

• Maintain and update runbooks, knowledge base articles, and troubleshooting guides.
• Ensure proper documentation of recurring issues and standard operating procedures.
• Promote knowledge sharing across teams.

Change Requests & Enhancements

• Handle incident resolution, service requests, and enhancements.
• Participate in change implementation while ensuring minimal disruption.
• Support validation and rollout of enhancements in production systems.

Skillset

• Experience with most of the following technologies: Databricks (Python, PySpark, Delta Lake); Azure SQL, ADF, and Purview or other data governance tools; GitHub and CI/CD pipelines; SQL and data troubleshooting; Jira; Confluence; and ITIL incident, problem, and change management.
• Excellent communication skills to collaborate with different teams.

Preferred and Good-to-Have Skills

• Databricks Certified Associate or Professional certification.
• Experience with Atlassian Data Center or Cloud deployments.
• Familiarity with Power BI.
• Scripting and automation experience using Python, PySpark, PowerShell, or Bash.
• Exposure to GitHub Copilot or AI-assisted development tools.
• Experience with DevOps practices and CI/CD pipelines.

Benefits

• Stable long-term cooperation with opportunity for extension.
• Opportunity to work with modern technologies in an international environment.
• Professional growth and continuous development opportunities.
• Participation in challenging and impactful projects.