AI SERVICE ENGINEER (m/f/d)
On-site · Sofia, Sofia-Capital, Bulgaria
Job Summary
AI Service Engineer to support or implement software and data-driven services within an international team. You will work with AI Product Managers, Data Scientists, and Engineers to research, troubleshoot, and resolve requests in a timely manner, understand the architecture of our systems and AI-specific troubleshooting tools, prioritize and escalate issues to meet SLAs, and clearly document case resolutions with high-quality technical communication. The role requires hands-on experience with IT Service Management tools (ServiceNow or similar) and SQL for reporting and data investigation, customer-focused communication, and the ability to operate in a fast-paced environment. Location is Sofia, Bulgaria, at Schwarz IT Bulgaria EOOD, Software Engineering, with GDPR notice regarding data processing.
Required Qualifications
- 2-4 years of industry experience supporting or implementing software and data-driven services
- Experience with IT Service Management tools (ServiceNow or similar) and SQL for reporting, data manipulation and investigation
- Excellent verbal and written communication skills in English
- Customer-oriented mindset with strong follow-through and clear communication
- Ability to manage stress related to escalation timeframes and competing priorities
- Ability to document details clearly around case resolutions and provide high-quality technical responses
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