German Technical Support Engineer (L1/L2) - Athens

About this role

On behalf of our client, we are seeking a German-Speaking Technical Support Engineer (L1/L2) to join an innovative team in Athens!
In this role, you will serve as the core technical contact for German-speaking users, taking full ownership of incident analysis, troubleshooting, and issue resolution. Moving beyond basic customer support, you will perform technical diagnostics, manage system tickets, and deliver effective hands-on solutions to keep systems running smoothly.

Responsibilities

• Provide first- and second-line (L1/L2) technical assistance to German-speaking clients via phone, email, and live chat.

• Perform root-cause analysis, system diagnostics, and remote troubleshooting for software, hardware, and network connectivity issues.

• Manage, track, and prioritize support tickets through enterprise systems (e.g., Zendesk, ServiceNow, Jira) while meeting strict SLA targets.

• Guide users step-by-step through technical configurations, system settings, and software updates.

• Document technical incidents, resolution steps, and workarounds to enhance the internal knowledge base.

• Isolate complex bugs or infrastructure incidents and seamlessly escalate them to L3 engineering teams when necessary.
Requirements

• Native or C2-level fluency in German, alongside strong working proficiency in English (B2 or higher).

• Solid technical mindset with hands-on knowledge of operating systems (Windows, macOS), basic networking (TCP/IP, DNS, VPNs), and general software troubleshooting.

• Previous experience in an IT helpdesk, service desk, or technical support role is strongly preferred.

• Familiarity with ticketing platforms, remote desktop management tools, and diagnostic workflows.

• Strong analytical, logical problem-solving abilities and a calm approach under pressure.

• Full availability to work on-site at the Athens premises with willingness to follow shift schedules.
Benefits

• Competitive monthly salary package (including 2 extra salaries per year / 14 payments).

• Monthly performance and technical productivity bonuses.

• Comprehensive relocation package for candidates moving to Greece (flight coverage, temporary hotel stay, and housing search support).

• Private health insurance scheme.

• Fully paid, industry-certified technical training and continuous professional development.

• Modern, state-of-the-art office environment in Athens with dedicated break and relaxation areas.