Technical Support Analyst

City:  Sofia


Who we are


flatexDEGIRO AG (WKN: FTG111, ISIN: DE000FTG1111, Ticker: FTK.GR) operates the leading and fastest growing online brokerage platform in Europe. Based on modern, in-house state-of-the-art technology, customers of the flatex and DEGIRO brands are offered a wide range of independent products with execution on top TIER 1 exchanges. The technological edge as well as the high efficiency and strong economies of scale enable flatexDEGIRO to continuously improve its service offering to customers. With more than 2.5 million customer accounts and over 67 million securities transactions processed in 2022, flatexDEGIRO is the largest retail online broker in Europe. In times of bank consolidation and digitalization, flatexDEGIRO is ideally positioned for further growth.
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This role will be the first line response for IT incidents hereby ensuring accurate incident detail is captured, maintain communication with stakeholders throughout incident resolution, escalating resolution within IT as required by stakeholders. As the role matures it will gain responsibility for resolving minor incidents, addressing inquiries and end-user IT-related training needs.


This is what you'll do

  • End to end ownership of incidents with potential or actual business impact.
  • Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
  • Proactively supervise progress throughout the entire lifecycle of the incident or service request;
  • Provide production support for all existing applications in our Trading Environment;
  • Provide troubleshooting and production changes to resolve issues;
  • Search for solution or troubleshooting steps in Knowledge Management Database before rasing to next level;
  • Proactively monitor and troubleshoot our applications, give a quick response to production issues and escalate to the relevant Teams;
  • Work with different support teams and agile squads to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented;
  • Maintain close relations with development teams;
  • Work with ITSM CoE to ensure an Up-2-Date KEDB (Known Error DataBase) and contribute to maintain adequate level of documentation;
  • Ensure an adequate level of communication with stakeholders about ongoing issues;
  • Review and manage customer requests that involve departments and external partners.


You bring us these skills

  • Background in computer science, IT, engineering, or technology;
  • Knowledge and experience with Linux operating system design is considered a plus;
  • Experience with modern software development;
  • 0-2 years of professional experience;
  • Working knowledge of Microsoft Office Suite;
  • Quick learner with the capacity to absorb lots of information;
  • Demonstrated problem solving, analytical, customer service skills and strong troubleshooting skills;
  • Strong attention to detail;
  • Ability to work under pressure;
  • Excellent command of spoken and written English;
  • A sense of ownership and good communication skills;
  • Proactiveness to learn new skills and willingness to learn about the financial industry;
  • Willingness to work on rotating shifts and on-call;
  • German is an advantage;
  • Awareness and understanding of process framework(s) – ITIL Foundation is an advantage;
  • You are motivated, think outside of the box, and understand the purpose of process and procedures;


Interested? This is what we offer you:

  • Promise of a good work-life balance
  • 30 days paid leave
  • Personal and professional development with access to relevant courses
  • Opportunities for career development
  • Additional health insurance Luxe package (covering children under 18, dental and vision care)
  • Best Doctors’ health insurance providing access to the best medical treatment worldwide
  • A challenging full-time job in an international and fast-growing company;
  • A competitive salary
  • Food vouchers
  • The opportunity to participate in a new, enthusiastic team of likeminded professionals



To make your life easier


You get the freedom to work flexible. Meaning you don't have to work in our office every day, but we like it if you do of course! It's fun to come in and mingle with your colleagues. There is also fruit, good coffee, drinks & snacks every day. Our beautiful and modern office is located in the iconic Millennium Center Building at the heart of Sofia that is conveniently next to Nation Palace of Culture (NDK) station.
To make working from home comfortable we offer a 50 BGN internet allowance, provide a company laptop and many options to make your work@home comfortable, such as a chair, screen and headphones. And last but not least: a fully covered Sports card we provide is an easy way to get into shape!


Want to invite your friends to work for us as well? A generous referral bonus will be yours if they get hired, so spread the word once you start.


All qualified applicants will receive consideration for employment without regard to ethnicity, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or any other legally protected status. flatexDEGIRO is an Equal Opportunity Employer.


flatexDEGIRO Sofia Branch
Petar Borislavov Patev
Corporate Recruiter