Technical Support Engineer – AI & Chatbot

Technical Support Engineer – AI & Chatbot
Sofia, Bulgaria
2500-2800 BGN (net/month)

Puzzel: The Low-Down

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years.

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!
• We are working withMercer on salary benchmarking, to ensure pay equality and market competitiveness.

What we’re looking for

A recent graduate from Bachelor’s or above, in the field of Computer Sciences, Technology (or similar), ideally with a focus on (gen)AI + 1-2 years of professional experience.

Ideally, you’ll have experience in a support role, but any professional/commercial exposure could work with the right education.

What you'll do

Our Customer Care team is an international group of engineers from Norway, Sweden, Denmark, Bulgaria, Finland, and the UK. Together, we are dedicated to making our customers love us, stay with us, and buy more from us. Our primary mission is to support our customers in their efforts to deliver exceptional service to their own customers. Whether it's resolving an incident, answering inquiries, or assisting with configuration changes, we strive to provide seamless, high-quality support.

The team has many years of experience and knowledge between them, so we see this as a great opportunity for someone to come in and learn from their peers.

With the introduction of several AI-related products in our portfolio, we are now looking to strengthen our expertise in AI, Chat, and ChatBot solutions to enhance the capabilities and efficiency of our support team, which is hopefully where you will come in!

Key Responsibilities:

• Provide expertise on Puzzel’s products and solutions.
• Participate in system training and contribute to the development of AI-related knowledge within the team.
• Assist in the education and mentoring of other engineers, particularly on AI, chat, and chatbot technologies.
• Stay updated with technical knowledge of Puzzel and advancements in AI technologies relevant to customer service.
• Solve tickets in Puzzel’s ticketing system and ensure changes are billed.
• Respond to customer inquiries across multiple channels (phone, email, chat).
• Adhere to the firm’s quality and safety standards.

The must haves

• Bachelor's degree or above in Technical, Computer Science, AI, or a related field.
• Education and/or experience with AI technology.
• Strong proficiency in local language and English (oral and written).
• An interest in computer software and desire to learn about our Customer Contact Centre product suite and AI-driven customer service products.
• Desire to learn and a proactive attitude.

The nice to haves

• Programming knowledge & any scripting languages.
• Experience with chat solutions, chatbot implementation, and customer engagement technologies.
• Experience with SQL and XML.
• Familiarity with AI/ML tools, NLP models, or frameworks used in chatbot and customer service solutions.
• Experience in Ticketing/Case Management, Quality Assurance, or Customer Contact solutions.

The location

This role is based in Sofia, Bulgaria, with an expectation of working 2-3 days per week in the office.

What’s In it for You?

• Competitive salary.
• Flexible, hybrid approach to working; split your time between the office and home.
• You get to be part of a fun, driven, and supportive team.
• Gift on your birthday.
• Annual Summer and Christmas parties.
• Excellent development opportunities and a great company culture.

What to expect from the interview process

• Screening call with Talent Acquisition.
• 1st interview with Hiring Manager and Director Customer Care.
• Technical task and presentation.
• Final Interview – On-Site Visit.

Puzzel Values

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.

• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.

• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.

• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.

• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.

• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.

• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.