Technical Support Engineer (Sofia)

About Gem Gem is the only AI-first all-in-one recruiting platform. Over 1,000 industry leaders including Anthropic, Reddit, Figma, Zillow, Robinhood, and Doordash trust Gem to fuel their growth and recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating. The company has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.

With Gem, You Can Experience The Power Of a Truly Connected Recruiting Platform — One Consistent Interface, Unified Data, Smarter AI Recommendations, And Simplified Permissions.

Our Customers Achieve Remarkable Results

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.

Just As We Strive To Help

Our Customers Find Great Talent, We Also Invest In Our Own People And Culture.

We Are Proud Of The Culture

We’ve Built And Have Recently Been Recognized As Forbes America's Best Startup Employers 2024

Great Place to Work Certified, 2024

Fortune Best Workplaces for Millennials, 2023 The Team & Role The customers are at the center of everything we do at Gem. As an early member of the Technical Support Engineering team for the Sofia office, you’ll be helping to set the foundation for the team in Sofia. You’ll be working directly with Customers, Product, Engineering, Sales, and the rest of the Customer Success organization to provide a best-in-class support experience for our users, and be a resource and product expert for our TSEs and Customer Success org.

You’ll be a continuous source of insight for EPD (Engineering, Product, and Design), and will always be advocating for our users.

Responsibilities You can read more about our company values here. 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.

Qualifications 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. Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply.

At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences and know that our diverse team is a strength that drives our success. Gem is committed to developing a barrier-free recruitment process and work environment.

If you require any accommodation, please email us at accommodations@gem.com and we’ll work with you to meet your accessibility needs.