📍 Job Overview

Job Title: L1 Technical Support Engineer (German and English)
Company: SAP Taulia
Location: Sofia, Sofia-Grad, Bulgaria
Job Type: On-site
Category: Customer Support
Date Posted: 2025-07-02
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

The L1 Technical Support Engineer is the first point of contact for clients, providing assistance with Taulia systems through various channels.
This role involves taking ownership of customer enquiries and issues, ensuring quick and effective resolution while maintaining a polite and professional demeanor.
The ideal candidate will be bilingual in German and English, with excellent communication skills and a minimum of 1 year of experience in a Helpdesk or Support role.

📝 Enhancement Note: This role is part of Taulia's commitment to diversity, equity, and inclusion, aiming to create a welcoming and inclusive work environment for all employees.

💻 Primary Responsibilities

Take ownership of customer enquiries and issues reported, ensuring quick and effective resolution.
- Troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
Maintain phone, chat, and email coverage during working hours.
- Meet defined Service Level Agreements and Key Performance Indicators (defined as part of the company's goals setting process).
Document knowledge in the form of knowledge base tech notes and articles.
- Contribute to the company's knowledge base by creating tech notes and articles based on resolved issues and troubleshooting steps.
Observe company policies and code of conduct.
- Attend team and organization-wide meetings.
- Track time (if required) thoroughly and duly.

📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to work well under pressure. The ideal candidate will be a self-starter with a mature and professional demeanor.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Information Technology, Finance, or a related field is preferred but not required.

Experience: A minimum of 1 year of experience in a Helpdesk or Support role is required. Previous work experience in a B2B environment is highly desirable.

Required Skills:

Bilingual in German and English
Good understanding of Information Systems at user and corporate level
Excellent written and verbal communication skills in English, as well as other languages as required
Good problem-solving skills
Good client-facing skills
Availability to work outside typical working hours if needed
Excellent team player, self-managed, and self-motivated
Mature and professional demeanor, attitude, and approach

Preferred Skills:

Understanding of the Procure to Pay process
Previous work utilizing Salesforce or another Help Desk ticketing system is highly desirable
Experience with SAP
Familiarity with financial sector, finance terms, and supply chain management
Experience in the 'Enterprise World' working in an AR/AP function
BS degree in Information Technology, Finance, or equivalent
Fluency in other European languages
Knowledge in IT processes and best practices (ITIL, CobIT)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio demonstrating excellent communication skills, problem-solving abilities, and customer service experience.
Examples of previous customer support or helpdesk roles, highlighting successful issue resolution and customer satisfaction.
Evidence of proficiency in German and English, such as translations or multilingual customer interactions.

Technical Documentation:

Familiarity with creating and maintaining technical documentation, such as knowledge base articles and troubleshooting guides.
Experience with case management systems and ticketing systems, such as Salesforce.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. However, based on market research for entry-level customer support roles in Sofia, Bulgaria, the estimated salary range is between BGN 1,200 - 1,800 per month (gross).

Benefits:

Competitive salary and benefits package
Opportunity to work for a global fintech company, Taulia, which is part of the SAP group
Collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion
Opportunities for professional growth and development within the company

Working Hours: The working hours for this position are typically 40 hours per week, with the possibility of working outside of typical working hours if needed to provide customer support.

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level customer support roles in Sofia, Bulgaria. The actual salary range may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Taulia is a fintech company that provides working capital solutions to businesses worldwide. It is part of the SAP group and serves over 2 million businesses in over 150 countries.

Company Size: Taulia is a medium-sized company with a global presence. It offers a collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion.

Founded: Taulia was founded in 2009 and has since grown to become a leading provider of working capital solutions.

Team Structure:

The L1 Technical Support Engineer will be part of the Customer Support team, which is responsible for providing assistance to Taulia's clients.
The team is structured to ensure that customers receive prompt and effective support through various channels, including phone, web, email, and chat.

Development Methodology:

Taulia follows a structured approach to customer support, with well-defined processes for issue resolution and escalation.
The company uses a case management system to track and manage customer issues, ensuring that they are resolved in a timely and efficient manner.
Taulia is committed to continuous improvement and regularly reviews and updates its customer support processes to ensure that they meet the needs of its customers.

Company Website: www.taulia.com

📝 Enhancement Note: Taulia's commitment to diversity, equity, and inclusion is reflected in its company culture and hiring practices. The company aims to create a welcoming and inclusive work environment for all employees.

📈 Career & Growth Analysis

Web Technology Career Level: The L1 Technical Support Engineer role is an entry-level position within the customer support function of Taulia. It provides an excellent opportunity for candidates to gain experience in a global fintech company and develop their customer support skills.

Reporting Structure: The L1 Technical Support Engineer will report directly to the Customer Support Manager. They will work closely with other members of the Customer Support team to ensure that customer issues are resolved in a timely and efficient manner.

Technical Impact: The L1 Technical Support Engineer will have a direct impact on Taulia's customers by providing assistance with their technical issues and ensuring that they are resolved in a timely and effective manner. They will also contribute to the company's knowledge base by creating tech notes and articles based on resolved issues and troubleshooting steps.

Growth Opportunities:

Career Progression: Taulia offers opportunities for career progression within the customer support function, with potential paths to more senior roles such as Customer Support Specialist or Customer Support Manager.
Skill Development: The L1 Technical Support Engineer role provides an opportunity to develop customer support skills and gain experience working in a global fintech company. Candidates can also develop their technical skills by working on a wide range of customer issues and troubleshooting tasks.
Technical Leadership: As the L1 Technical Support Engineer gains experience and develops their skills, they may have the opportunity to take on more technical leadership roles within the customer support team, such as mentoring new team members or contributing to the development of customer support processes and best practices.

📝 Enhancement Note: Taulia's commitment to diversity, equity, and inclusion extends to its approach to career development and growth opportunities. The company aims to provide equal opportunities for all employees to develop their skills and advance their careers.

🌐 Work Environment

Office Type: Taulia's Sofia office is a modern, collaborative workspace designed to foster innovation and teamwork. The office is equipped with state-of-the-art technology and ergonomic furniture to ensure that employees have the tools they need to perform their jobs effectively.

Office Location(s): Taulia's Sofia office is located in the heart of the city, with easy access to public transportation and amenities.

Workspace Context:

Collaborative Workspace: The L1 Technical Support Engineer will work in a collaborative workspace with other members of the Customer Support team. The team will work together to ensure that customer issues are resolved in a timely and efficient manner.
Development Tools: The L1 Technical Support Engineer will have access to the tools and resources they need to perform their job effectively, including a computer, phone, and access to Taulia's case management system.
Cross-Functional Collaboration: The L1 Technical Support Engineer will work closely with other departments within Taulia, such as Product and Engineering, to ensure that customer feedback is incorporated into the company's products and services.

Work Schedule: The working hours for this position are typically 40 hours per week, with the possibility of working outside of typical working hours if needed to provide customer support. Taulia offers flexible working arrangements to accommodate employees' personal and professional needs.

📝 Enhancement Note: Taulia's Sofia office is designed to be a collaborative and inclusive workspace, with a focus on employee well-being and work-life balance. The company offers a range of benefits and perks to support employees' physical and mental health, as well as their personal and professional development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: The phone screen will focus on the candidate's communication skills, problem-solving abilities, and customer service experience. The interviewer will also assess the candidate's language proficiency in German and English.
Technical Assessment: The technical assessment will involve a series of customer support scenarios, designed to evaluate the candidate's ability to troubleshoot and resolve customer issues. The candidate will be expected to demonstrate their problem-solving skills, attention to detail, and ability to work under pressure.
Final Interview: The final interview will focus on the candidate's cultural fit with Taulia and their long-term career goals. The interviewer will also assess the candidate's understanding of Taulia's products and services and their ability to contribute to the company's success.

Portfolio Review Tips:

Portfolio Structure: The candidate's portfolio should demonstrate their excellent communication skills, problem-solving abilities, and customer service experience. It should include examples of previous customer support or helpdesk roles, highlighting successful issue resolution and customer satisfaction.
Language Proficiency: The candidate should provide evidence of their proficiency in German and English, such as translations or multilingual customer interactions.
Customer Support Experience: The candidate should highlight their experience working in a customer support or helpdesk role, with a focus on issue resolution and customer satisfaction.

Technical Challenge Preparation:

Customer Support Scenarios: The candidate should practice troubleshooting and resolving customer support scenarios to prepare for the technical assessment. They should focus on developing their problem-solving skills, attention to detail, and ability to work under pressure.
Language Proficiency: The candidate should brush up on their German and English language skills to ensure that they can communicate effectively with Taulia's customers.
Company Research: The candidate should research Taulia's products and services to ensure that they have a thorough understanding of the company and its offerings.

📝 Enhancement Note: Taulia's interview process is designed to evaluate the candidate's technical skills, problem-solving abilities, and cultural fit with the company. The company aims to provide a fair and transparent interview process, with clear expectations and feedback throughout.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Case Management System: Taulia uses a case management system to track and manage customer issues. The L1 Technical Support Engineer will be expected to use the system to document customer issues, troubleshoot and resolve customer issues, and maintain accurate and up-to-date records.
Phone System: Taulia uses a phone system to provide customer support through phone calls. The L1 Technical Support Engineer will be expected to use the phone system to handle customer calls and provide assistance with technical issues.
Chat and Email: Taulia provides customer support through chat and email in addition to phone calls. The L1 Technical Support Engineer will be expected to use these channels to provide assistance with technical issues and maintain accurate and up-to-date records.

Collaboration Tools:

Project Management: Taulia uses project management tools to manage customer support processes and workflows. The L1 Technical Support Engineer will be expected to use these tools to track and manage customer issues, collaborate with other members of the Customer Support team, and ensure that customer issues are resolved in a timely and efficient manner.
Communication: Taulia uses communication tools to facilitate collaboration and communication between team members. The L1 Technical Support Engineer will be expected to use these tools to communicate with other members of the Customer Support team, share information and best practices, and ensure that customer issues are resolved in a timely and efficient manner.

📝 Enhancement Note: Taulia's technology stack is designed to support the company's customer support processes and workflows, ensuring that customer issues are resolved in a timely and efficient manner. The company's tools and resources are continuously reviewed and updated to ensure that they meet the needs of its customers.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Taulia's Customer Support team is committed to providing exceptional customer service and ensuring that Taulia's customers receive the support they need to succeed.
Problem-Solving: The Customer Support team is dedicated to finding creative and effective solutions to customer issues, no matter how complex or challenging they may be.
Continuous Improvement: Taulia is committed to continuous improvement and regularly reviews and updates its customer support processes and best practices to ensure that they meet the needs of its customers.
Collaboration: The Customer Support team works closely with other departments within Taulia, such as Product and Engineering, to ensure that customer feedback is incorporated into the company's products and services.

Collaboration Style:

Cross-Functional Collaboration: The Customer Support team works closely with other departments within Taulia to ensure that customer feedback is incorporated into the company's products and services. The team also collaborates with other members of the Customer Support team to ensure that customer issues are resolved in a timely and efficient manner.
Peer Support: The Customer Support team provides peer support and mentoring to help team members develop their skills and advance their careers. The team also shares information and best practices to ensure that customer issues are resolved in a timely and efficient manner.
Knowledge Sharing: The Customer Support team shares knowledge and best practices to ensure that customer issues are resolved in a timely and efficient manner. The team also contributes to the company's knowledge base by creating tech notes and articles based on resolved issues and troubleshooting steps.

📝 Enhancement Note: Taulia's Customer Support team is committed to providing exceptional customer service and ensuring that Taulia's customers receive the support they need to succeed. The team's values and collaboration style are designed to foster a culture of continuous improvement, problem-solving, and customer focus.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Scenarios: The L1 Technical Support Engineer will face a wide range of customer support scenarios, ranging from simple technical issues to complex troubleshooting challenges. The ideal candidate will be able to think critically and creatively to resolve customer issues in a timely and efficient manner.
Language Barriers: The L1 Technical Support Engineer will provide support to Taulia's customers in multiple languages, including German and English. The ideal candidate will be bilingual and able to communicate effectively with customers in multiple languages.
Time Management: The L1 Technical Support Engineer will be expected to manage their time effectively to ensure that customer issues are resolved in a timely and efficient manner. The ideal candidate will be able to prioritize their workload and balance multiple customer support channels simultaneously.

Learning & Development Opportunities:

Customer Support Training: Taulia provides comprehensive training and development opportunities to help L1 Technical Support Engineers develop their customer support skills and advance their careers.
Technical Skills Development: Taulia offers opportunities for L1 Technical Support Engineers to develop their technical skills and gain experience working with a wide range of customer support tools and technologies.
Career Progression: Taulia offers opportunities for L1 Technical Support Engineers to progress to more senior roles within the customer support function, such as Customer Support Specialist or Customer Support Manager.

📝 Enhancement Note: Taulia's L1 Technical Support Engineer role offers a range of technical challenges and learning and development opportunities. The ideal candidate will be eager to take on new challenges, develop their skills, and advance their career within the company.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: The interviewer will present the candidate with a series of customer support scenarios, designed to evaluate their ability to troubleshoot and resolve customer issues. The candidate will be expected to demonstrate their problem-solving skills, attention to detail, and ability to work under pressure.
Language Proficiency: The interviewer will assess the candidate's language proficiency in German and English, with a focus on their ability to communicate effectively with Taulia's customers.
Customer Support Experience: The interviewer will assess the candidate's customer support experience, with a focus on their ability to resolve customer issues in a timely and efficient manner.

Company & Culture Questions:

Company Values: The interviewer will assess the candidate's understanding of Taulia's company values and their ability to align with the company's culture and mission.
Customer Support Culture: The interviewer will assess the candidate's understanding of Taulia's customer support culture and their ability to contribute to the company's success.
Long-Term Career Goals: The interviewer will assess the candidate's long-term career goals and their fit with Taulia's career progression paths and opportunities.

Portfolio Presentation Strategy:

Portfolio Structure: The candidate should present their portfolio in a clear and organized manner, highlighting their excellent communication skills, problem-solving abilities, and customer service experience.
Language Proficiency: The candidate should provide evidence of their proficiency in German and English, such as translations or multilingual customer interactions.
Customer Support Experience: The candidate should highlight their experience working in a customer support or helpdesk role, with a focus on issue resolution and customer satisfaction.

📝 Enhancement Note: Taulia's interview process is designed to evaluate the candidate's technical skills, problem-solving abilities, and cultural fit with the company. The company aims to provide a fair and transparent interview process, with clear expectations and feedback throughout.

📌 Application Steps

To apply for this L1 Technical Support Engineer position:

Submit your application through the application link provided.
Prepare your portfolio: Tailor your portfolio to highlight your excellent communication skills, problem-solving abilities, and customer service experience. Include examples of previous customer support or helpdesk roles, with a focus on issue resolution and customer satisfaction. Provide evidence of your proficiency in German and English, such as translations or multilingual customer interactions.
Optimize your resume: Highlight your customer support experience, problem-solving skills, and language proficiency in your resume. Use relevant keywords and phrases to optimize your resume for the L1 Technical Support Engineer role.
Prepare for the technical interview: Familiarize yourself with Taulia's products and services, and practice troubleshooting and resolving customer support scenarios. Brush up on your German and English language skills to ensure that you can communicate effectively with Taulia's customers.
Research Taulia: Learn about Taulia's company culture, values, and customer support approach. Understand the company's commitment to diversity, equity, and inclusion, and how this aligns with your personal and professional goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

L1 Technical Support Engineer (German and English)