Technical Support Lead

On behalf of our client, an innovative product based start-up company revolutionizing the footwear industry, we are currently looking for a highly skilled Technical Support Lead, to join their team in Athens.

Your day-to-day

• Respond to technical support requests, diagnosing and resolving issues related to software, hardware, and network infrastructure in our retail solutions
• Manage and maintain our provisioning system for mass deployment of foot scanners, leveraging technologies like Foreman and Puppet
• Configure scanners and other applications, and coordinate the deployment of new software updates and features
• Monitor system health, address malfunctions proactively, and support internal and external partners with problem diagnostics and solutions
• Develop user and technical documentation, runbooks, support customer training material, and run reports on systems and support activities
• Work closely with other departments, aligning support tasks with overall business goals and maintaining a professional standard in all customer interactions

What you will need

• Bachelor’s degree in Computer Science or a related field
• 5+ years in technical product support, including experience with tier 2 support, and ideally tier 3 support
• Able to understand how complex hardware and software systems work by reading documentation
• Experience working with different data formats such as JSON, CSV etc
• Experience with observability/monitoring tools (e.g., Sentry, Sumologic, CloudWatch) and with parsing logs
• Very comfortable working with data (e.g., reading charts), and basic knowledge of databases and SQL syntax
• Familiar with REST APIs and how to troubleshoot them (e.g., able to use curl to call an API) Very comfortable debugging web applications (e.g., using the browser’s web console)
• Good networking and network troubleshooting skills such as ability to understand how to configure a wifi network, static IPs, VPN, troubleshoot DHCP and DNS etc.
• Experience with remote connectivity tools (e.g., Teamviewer) and SSH
• Experience with common ticketing and task management systems (e.g., Jira)
• Basic knowledge of Linux and bash

We love your personality if you

• act like an owner
• enjoy being part of a multinational organization
• have the ability to communicate well in a diverse environment
• enjoy being a Team player

What’s in it for you

You will have the opportunity to work in a motivating and multicultural environment and as extra benefits you will have some of the following:

• Hybrid working model
• Volunteer time off: extra time off to spend on assisting a good cause of your choice
• Monthly team events and drinks
• Company laptop and mobile
• Commuting expenses covered
• Private health insurance
• Annual Learning & Development budget