Senior Customer Support Specialist

Full Job Description

About 3E:

3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.

You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

Join us and make an impact!

About the Role

We’re looking for a Senior Customer Support Specialist to join our Customer Experience team in Sofia. This is not a traditional high-volume support role, it’s an opportunity to work on complex software challenges and help customers get the most value from highly configurable, cloud-based solutions.

In this role, you’ll act as a key link between customers and internal teams, owning issues from investigation through resolution. You’ll partner closely with Product, Engineering, and Customer Success to troubleshoot applications, APIs, integrations, configurations, and data-related issues, interpret system behavior, and drive meaningful, long-term solutions.

You’ll support solutions such as ERC+ Suite, 3E Optimize for SAP, 3E Notify, and related APIs and integrations. These products help customers manage Safety Data Sheet (SDS), regulatory, and compliance workflows and may connect with enterprise environments such as SAP EHS.

You’ll be part of a close-knit, supportive team in Sofia, with opportunities to deepen your technical expertise and gain exposure across areas like product, systems, integrations, and process improvement.

We’re looking for someone who puts customers first, takes ownership, and works collaboratively across teams. You’re adaptable, curious, and motivated to continuously improve how work gets done, including using AI and other tools to work more efficiently.

You bring strong technical curiosity and communication skills, and you’re comfortable navigating complex systems, managing multiple priorities, and handling challenging situations with professionalism and care. Experience with cloud-based applications, APIs, and system integrations will give you a strong foundation for success in this role.

What You’ll Do

• Provide timely, high-quality support via phone, email, chat, and other channels

• Resolve complex technical issues and escalations with a customer-first mindset

• Help customers understand and apply platform data and content in their workflows

• Investigate data discrepancies, content gaps, and configuration questions

• Partner with Product, Engineering, and other teams to resolve issues and improve solutions

• Document interactions and ensure clear, consistent communication with customers

• Identify recurring issues and recommend improvements to products and processes

• Mentor and support junior team members to elevate team performance

• Contribute to the development of best practices, knowledge resources, and support processes

• Monitor support trends and contribute to continuous improvement initiatives

What Makes You a Great Fit

• 3–5 years of experience in customer support or a related role, including complex issue resolution, with at least 1 year in a senior or leadership capacity

• Fluent in English (written and verbal), with the ability to communicate clearly with global customers

• Strong troubleshooting and analytical skills, with the ability to break down and solve complex problems

• Experience with ticketing or case management systems (e.g., Zendesk, Jira, or similar)

• Experience supporting web-based applications, APIs, or system integrations

• Ability to clearly explain technical concepts to both technical and non-technical audiences

• Strong communication skills with a professional, customer-focused approach

• Experience mentoring or supporting team members

• Comfortable working in a fast-paced, evolving environment

• Collaborative, proactive, and self-driven, with a strong sense of ownership and curiosity

Nice to Have

• Experience troubleshooting APIs or working with web-based applications in a support environment

• Experience with SAP environments, particularly SAP EHS, including exposure to SDS authoring, product compliance or regulatory reporting, ECC and/or S/4HANA integrations, or ABAP/technical artifacts

• Familiarity with Agile or software development environments

• Experience working with data-driven platforms or interpreting data outputs

• Exposure to identity management systems (e.g., Okta, Azure AD), SSO, MFA, or SQL

• Background in IT, engineering, or programming

• Knowledge of chemical safety, product stewardship, or supply chain sustainability

• Experience using AI tools to improve workflows or productivity

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

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