Product Support Engineer

Job Title: Product Support EngineerLocation: Athens, GreeceJob Type: Full-time / HybridExpected Seniority: Mid-levelSalary Range: €30K – €50K per year, based on experience and qualificationsRole Overview:We are seeking a dynamic and customer-focused Product Support Engineer to join our team. The successful candidate will be responsible for providing technical support for our products, working closely with clients to resolve issues, and ensuring an excellent customer experience.Key Responsibilities:Serve as the primary contact for product-related 3rd Line technical support, addressing customer inquiries and resolving issues efficiently.Troubleshoot, diagnose, and resolve complex technical problems related to our products in a timely manner.Collaborate with development teams to escalate unresolved issues and provide detailed feedback for further investigation.Monitor and manage the Jira Service Management ticketing system, ensuring all tickets are handled within established service level agreements (SLAs).Document all support activities, customer interactions, and solutions in the internal knowledge base.Work closely with product management and development teams to share customer feedback and suggest product improvements.Assist with the deployment, installation, and configuration of new product updates.Install, support, and configure applications, database systems, and other software at customer sites.Participate in on-call rotations to provide 24/7 support for critical incidents.Required Skills & Qualifications:Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.Minimum of 3 years’ experience in product support, technical support, or a helpdesk environment.Strong knowledge of software troubleshooting, diagnostics, and customer support principles.Familiarity with API integrations, web services, and database queries (e.g., SQL).Experience using ticketing and issue-tracking systems (e.g., Jira, Zendesk).Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.Excellent problem-solving skills and attention to detail.Ability to work independently as well as collaboratively in a fast-paced environment.Additional Skills (Not Mandatory, But a Plus):Experience in automation, including designing and writing automation scripts.Experience with scripting languages such as Bash or Python.Familiarity with CI/CD tools such as GitLab or Jenkins.Familiarity with cloud platforms (e.g., AWS, Azure) and DevOps tools.Benefits:Competitive remuneration packageHybrid working modelPermanent contract (no third-party agencies)Private life & medical insuranceMonthly meal allowance (Ticket Restaurant)