Business Analyst - Customer Success & Technical Support

Remote Type

Hybrid

Location

Sofia, Bulgaria

Job Category

Enterprise Applications Apply now

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Job Summary

We are Progress (Nasdaq: PRGS), a trusted provider of software that enables our customers to develop, deploy, and manage responsible, AI-powered applications and experiences with agility and ease. We value diverse perspectives and believe people power progress. Join us as a Business Analyst and grow your impact while helping propel our business forward. The Business Analyst (BA) supports business stakeholders and technology delivery teams by gathering, documenting, and validating business and functional requirements that enable reliable, high-quality technology solutions. This role is primarily functional and execution-focused, working under the guidance of Senior Business Analysts, Product Owners, and technical partners. The BA helps reduce ambiguity at the feature and story level, supports backlog readiness, and ensures requirements are clearly documented to enable predictable delivery across the Post-Sales Lifecycle (Technical Support, Customer Success, etc.). This role is well-suited for someone building depth in enterprise platforms, processes, and agile delivery practices. In this role you will:

Partner with Customer Success, Technical Support, and crossfunctional stakeholders to understand objectives, workflows, and requirements for Support and CS initiatives. You will identify opportunities to improve Support outcomes, translating operational goals and user feedback into welldefined epics, stories, and acceptance criteria.
Collaborate with Product Owners, Developers, QA, and business partners throughout discovery, delivery, and UAT to clarify requirements, refine backlogs, document decisions, and ensure work meets Definition of Ready and acceptance standards.
Contribute to initiatives that improve selfservice, support tooling, data quality, automation, and AIassisted experiences, ensuring solutions reflect realworld Support constraints and enable reliable reporting, workflows, and frontline usability.
Support incident triage and issue resolution for Supportfacing systems by assisting with impact assessment, root cause documentation, and validation testing.
Build clear process artifacts and partner with enablement and operations teams to validate solutions through pilots, feedback loops,and realworld test scenarios. Participate in agile ceremoniesand support daytoday delivery coordination.

Your background:

3 65+ years of experience as a Business Analyst,Business Systems Analyst or similar role including gatheringand refining businessand functional requirements,user stories acceptance criteria,and test cases.
Prior experience in Support Operations TechnicalSupport or Customer Success with a strong understandingof Supportand CS workflows metrics,and operating models.Demonstrated ability to translate frontline needs intosystemand process improvements tied to measurableoutcomes such as case deflectionand time to resolution.
Experience supporting operational issue management including triage root cause analysis,and validation offixeswith technical teams.
Comfortable working with ambiguity in fast-movingpost-sales environmentsand driving alignment acrossCustomer Success TechnicalSupport Product,and Engineeringstakeholders.
Comfortable working with cross-functional teamsusing agile delivery models including Agile ScrumKanban or hybrid approaches Lean Six Sigma certificationis a plus.
Experience with Salesforce Service Cloudand ExperienceCloud required.
Experience with customer success platforms(e.g.Gainsight Totango) search platforms(e.g.Coveo)Telephony tools(e.g.AWS Nice RingCentral ServiceCloudVoice) chat platforms(e.g.SFDC Einstein / AgentForce LiveChat ZenDesk)in an Operations Business Analyst or Developmentrole preferred.
Basic understanding of integrations data flows systemdependencies(conceptual).

What we offer in return is the opportunityto experience a great company culturewith wonderful colleagues to learn fromand collaboratewithand also to enjoy: Compensation

Generous remuneration package.
Employee Stock Purchase Plan Enrollment.

Vacation Family Health

30 days paid annual vacation.
An extra day off for your birthday.
2 additional days off for volunteering.
Premium healthcare dental care coverage.
Additional pension insurance.
Well-equipped gym on-site with CrossFit equipment climbing wall.
Co-funded Multisport card.
Daycare Center for your little ones onsite.
Flexible working hours
Free underground parking with a designated space for bikes motorbikes electric scooters.

Apply now!

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Together We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone.As a multicultural company serving a global community we encouragea wide range of points of view celebrate our diverse backgrounds.Our unique combination of perspectives inspires innovation connects us to our customers positively affects our communities.It is only by working together learning from each other that we make Progress.Join us! View all open positions