Position Overview In this role, you will help customers successfully transition from legacy platforms to Cloud solutions and resolve technical issues through phone, email, and chat support. Full-time position. Hybrid working model (3 days per week in-office required). Working hours: 09:00 - 18:00, Sofia time. What you will do

• Proactively contact customers, end users, partners, resellers, and distributors regarding the End-of-Life (EOL) of the existing product.
• Schedule and coordinate migration appointments with business customers.
• Perform Cloud-to-Cloud migrations by using a dedicated Migration Tool.
• Ensure customers maintain uninterrupted access to their spaces and access control systems.
• Monitor migration progress and verify successful completion.
• Utilize an AI-powered Fail Check Tool to identify potential migration issues, particularly for larger customer environments.
• Escalate failed or complex migrations to the Level 3 Support team, who collaborate directly with software developers to resolve technical issues.
• Coordinate rollback activities when necessary, restoring the previous version until the migration issue is resolved.

What we require

• Previous experience in Technical Support/Troubleshooting, Cloud solutions or SaaS products.
• C1 level of English language proficiency in both verbal and written form.
• Prior experience with platform or product migrations is considered an advantage.
• Knowledge of Cloud-based products, migration platforms, and support tools is an advantage.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to effectively support customers through phone, email, and chat channels.
• Customer-focused mindset with a proactive and solution-oriented approach.
• Strong sense of ownership, accountability, and attention to detail.
• Ability to collaborate effectively across teams and support levels.

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 102.26 EUR Food vouchers
• Public transportation card
• Multisport / Coolfit card
• Opportunity for flexibility with a hybrid working model
• Employee Assistance Program (Mental Health, Legal & Financial Counselling)
• Language training opportunity
• Brand new modern office premises in a class A Business building
• Employee referral program
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your development

Who we are We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!