Technical Support Analyst

The purpose of the support analyst role, part of our support team, is to provide high quality technical and non-technical support to customers operating on systems and software supplied by Javelin Group, according to the agreed Service Level Agreements during published operating hours.

The support analyst will be required to provide remote out-of-hours support for clients on 24/7 support contracts.

Duties and Responsibilities

Technical duties

  • Fix incorrectly parsed XML files
  • Debug incorrect website behaviour – content, configuration or code related issues
  • Perform and smoke test code deployments and rollbacks
  • eCommerce backend configurations
  • Investigate feeds from third parties
  • Website monitoring and reporting
  • Troubleshoot platform jobs

Soft duties

  • Perform diagnostics and maintenance with Demandware ecommerce platform
  • Resolve incidents in a professional, courteous manner, working with customer, internal and third party teams where necessary
  • Systematically break down and solve complex or ambiguous incidents
  • Resolve issues, problems and service requests
  • Provide root cause analysis
  • Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues
  • Communicate via e-mail, phone and other support management applications
  • Log and regularly update all relevant incident and/or service request details and customer interactions
  • Keep all involved parties regularly informed of incident progress, notifying them of impending changes, agreed outages and etc.
  • Knowledge capture
  • Adhere to the set SLAs

Skills and Attributes

  • Strong active listening, multitasking, interpersonal and organisational skills
  • Positive, professional, empathetic and customer-focused manner
  • Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
  • Must be self-motivated, disciplined, and takes responsibility for their own work
  • Hands on experience of Incident and Problem Management in a multi supplier environment
  • Detail-oriented
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
  • Passion towards improving client experience

Experience and Knowledge


  • 2+ years of experience with Windows environment
  • Server communication
  • Web services
  • Application services
  • Networking
  • XML
  • JSON, AJAX knowledge


  • Capable of reading JavaScript and HTML code
  • Working knowledge of Demandware
  • Linux and/or Unix experience
  • WebDAV

Education and Qualifications


  • Strong education in an IT background
  • ITIL qualification – foundation level and above

To apply, please send your CV and covering letter to

Other vacancies

Find out more about Javelin Group careers in Bulgaria.