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Software Support Specialist



Customer Service
Sofia, Bulgaria
Posted on Tuesday, July 2, 2024
About 3E:
We are a mission-driven company with the purpose to enable a safer, more sustainable world!
3E provides a comprehensive suite of data, analytics, and software solutions for enabling and improving workplace & chemical safety, product stewardship, supply chain management and sustainability. With over 35 years of experience, and 15 locations across North America, Europe, and Asia, 3E helps more than 5,000 customers in various sectors to achieve safety, sustainability, and speed to market.
Are you ready to shape the future? Come join us!
We are looking for a dedicated and knowledgeable Software Support Specialist with 5 years of experience to join our team. The ideal candidate will have a solid background in troubleshooting and resolving software issues, along with a passion for helping customers. This role involves providing timely and effective support, collaborating with internal teams, and contributing to the overall improvement of our support processes.

Key Responsibilities:

  • Technical Support: Provide prompt and professional support to end-users by diagnosing and resolving software-related issues through various channels (phone, email, chat, and remote access).
  • Troubleshooting: Analyze and troubleshoot software problems by identifying root causes and implementing effective solutions.
  • Customer Communication: Communicate with customers to understand their technical issues, provide clear explanations, and guide them through problem-solving steps.
  • Documentation: Create and maintain detailed records of support cases, solutions, and troubleshooting procedures to ensure knowledge sharing and continuous improvement.
  • Collaboration: Work with software developers, QA teams, and product managers to escalate issues, report bugs, and suggest enhancements to improve the software.
  • Product Knowledge: Stay updated on the latest software features, updates, and industry trends to provide accurate and relevant support.
  • User Training: Assist in developing and delivering training materials or sessions to help users better understand and utilize the software.
  • Feedback Loop: Collect and communicate user feedback to help inform product development and improvement.


  • Experience: Minimum of 5 years in software support or a related technical support role, preferably in a customer-facing environment.
  • Technical Skills: Strong understanding of software applications, operating systems, databases, and basic networking concepts.
  • Problem-Solving: Demonstrated ability to troubleshoot and resolve software issues efficiently and effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
  • Language:Ability to work in fluent French
  • Customer Service: Strong customer service orientation, with a focus on providing a positive and helpful support experience.
  • Teamwork: Ability to work well in a team environment, collaborate with colleagues, and contribute to collective goals.
  • Tools Proficiency: Experience with support tools and systems, including ticketing systems, remote support software, and diagnostic tools.
  • Adaptability: Willingness to learn new technologies and adapt to changing software environments and customer needs.

Preferred Skills:

  • Industry Experience: Experience in the EHS industry or with the specific types of software the company develops or supports.
  • Project Participation: Experience participating in software implementation or upgrade projects.
  • General knowledge of Relational Databases (SQL)
  • Support Ticketing systems: Experience with Jira, Zendesk (or similar)


  • Competitive salary and potential performance-based bonuses.
  • Comprehensive health, dental, and vision insurance.
  • Retirement savings plan with company contribution.
  • Paid time off and holidays.
  • Opportunities for professional growth and advancement.
  • Access to ongoing training and development programs.
  • A collaborative and inclusive work culture.
3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to recruiting@hr.3eco.com
Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.