Author: Martin Velikov

Every day, our clients trust us with the digital spaces that power their businesses, passions, and dreams. And behind the scenes, there are experts who make sure those dreams keep running smoothly, even when unexpected challenges arise.

Meet one of those experts — Nikolay Tonchev, a Technical Support Agent in our Customer Success team. Known for his calm approach, creative problem-solving, and knack for turning difficult situations into positive outcomes, he ensures our clients feel supported every step of the way. Keep reading to have a peek into the backstage world of SiteGround teams. 

If you had to explain your work to a 5-year-old, how would you do it?

“Imagine a big toy store where kids come to play. I’m like a special helper in this store who can fix small problems, like putting in new batteries or showing how to make a toy work. But sometimes, there are bigger problems that need extra care, or kids want to make their toys even cooler with upgrades like adding a shiny sword to a robot. That’s where I come in! I’m like a Toy Doctor and Toy Guardian who makes sure everything works, adds improvements, and keeps things safe for website owners around the globe.”

What do you love most about what you do?

“What I love most is that working on different cases doesn’t happen by the book. You shouldn’t fit in a frame. You have the freedom to face problems with your own skillset in the way you are truly yourself. There are indeed general good practices to follow; however, each case pushes you to find your own approach to it.”

Advice for someone just starting in your career?

“Embrace the opportunity to step out of your comfort zone. Discover something you love doing and take it one step at a time to excel at it.”

Favorite work hack?

“Automation! If there is one thing I consider a ‘hack,’ it’s automating repetitive tasks, as it saves valuable time for pursuing more complex cases.”

What 3 qualities does someone in your shoes need to have?

“The three qualities I prioritize are staying curious, being open-minded, and paying close attention to the tasks at hand.”

A tough interaction turned positive?

“A few years ago, I had a client whose domain was registered with another provider. We had already migrated their website to SiteGround, but they still needed to point their domain to our platform.

Not realizing the domain name was not transferred to us, he saw it listed for auction with his previous provider and panicked. The client was almost ready to bid for it and try to “buy” it from their previous provider, but we cleared it out  – it’s just that their previous provider offered the option to auction any domain registered with them. To prevent future mix-ups, they went ahead and transferred the domain to SiteGround as well. Once everything was sorted, we had a good laugh about it.”

What’s your go-to recharge activity outside of work?

“One activity that has consistently refueled my energy is cooking (pun intended). On sunny days, I enjoy heading outside to explore the city on my electric unicycle or staying in to practice my drum skills.”

How do you keep your work fresh and motivating?

“To keep my work exciting and maintain a healthy work-life balance, I make it a priority to regularly disconnect from the digital world with walks in nature, exploring places like serene waterfalls and lush forests. This way, I recharge and return to the office with a clear mind and a positive attitude.”

What is it like to work at SiteGround?

“Thanks to SiteGround, I’ve met many motivated and talented like-minded people. Over the years, I’ve built lasting friendships, thanks to the wealth of knowledge and the incredible atmosphere. I truly enjoy being part of a community that values and appreciates my efforts.”

Stay tuned for the next Expert Spotlight, where we’ll continue sharing the stories of the experts who make SiteGround a place where clients and their dreams can thrive.

You may know SiteGround as a technology company offering fast, secure, and reliable hosting and SaaS solutions for building, managing, and growing your online presence. But behind every tool and service is something even more powerful: a team of experts.

These experts are the heartbeat of our innovation, constantly shaping the products and experiences our customers rely on every day. Now, we’re launching a new series, “Expert Spotlight,” to present the brilliant minds that power your success.

Inspired by our dedication to doing everything with care, we decided that the first edition is not only about technical breakthroughs but also about care, dedication, and the human connection that defines everything we do.

At any hour, whether it’s a panicked midnight call or a mid-morning hiccup, someone at SiteGround is ready to help. That’s usually our Customer Success team: the frontline experts who keep your digital world running smoothly, with empathy, precision, and deep technical know-how.

Meet Dimitar Vasilev, a Customer Success Representative who constantly helps our clients achieve online success. His dedication has earned him the top spot as ‘Representative of the Month‘ seven times in the past year – an achievement driven entirely by outstanding customer reviews and ratings.

What do you love most about what you do?

With so many positive customer reviews, can you tell us what you think is the secret to making every interaction with a client a positive one?

I have these few “rules” I always remind myself about:

1. Listen to the client. Make sure you understand their request in depth.
2. Make a connection. The more comfortable the customer feels, the better the conversation will go.
3. Keep the customer up to date so that they know that their case is being actively looked at.
4. Be straightforward. Using plain words will allow the other party to better understand the situation.
5. No matter what the case is, stay positive, encourage and acknowledge any win, big or small success. It’s important that customers feel supported and trust our company in the long run.

What 3 qualities does someone in your shoes need to have in order to be good at what they do?

Dedication. Flexibility. Persistence.

What did you wish people knew about your work?

Your funniest client support situation?

I had this one client who, after every single message, would ask, “Are you there?” At first, I reassured them a few times, “Yes, I’m here!”, but eventually, I decided to lean into it and said, “I’ll always be there for you.”

Once we wrapped up the case, I thought I’d help lighten the mood. I asked if they’d like to hear a joke, and they said yes. So I hit them with: “Are you there?”
They laughed, and I even got a marriage proposal. I guess commitment really goes a long way.

What’s one thing people would be surprised to learn about you?

Is there anything we didn’t ask, but you wish to add?

I was inside my comfort zone for many years until I met my wife. She has always been my motivation, and thanks to her support, I was able to change my life for the better. I did change the country, my job, plus we have the cutest daughter. My other half always believed in me! If there is someone in your life you deeply care about, let them know, and don’t forget to remind them about it. This encouragement may be all they need – and you yourself, too.

How do you balance work and personal life?

Basically, my priorities are: when working, focus on work, and when I go offline, my focus is my family. From biking to playing computer games (yeah, my wife loves watching me do that), I have different hobbies to help me unwind, and that’s very important in order to be able to do good work after.   

Stay tuned for the next editions of Expert Spotlights, where we introduce you to the people behind SiteGround ‘s technologies.