Senior Technical Support Engineer
Athens | Onsite | Senior level (6+ years)
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The Role
A senior individual contributor role for an engineer who has moved beyond standard troubleshooting and into deep technical ownership. You'll handle the most complex L2 cases across PartnerNET's partner network - the ones that require architectural understanding, multi-vendor diagnosis and structured root-cause analysis.
Behind every partner who delivers a successful project, there's a support engineer who made it possible. At PartnerNET, that engineer is you!
What You’ll Do
Complex case ownership
- Own and resolve the most technically complex L2 cases of the support team - VoIP, PBX, networking, security and UC infrastructure issues
- Perform deep-dive diagnosis across multi-vendor environments: isolate root causes, not just symptoms
- Handle cases that require coordination across multiple technology domains simultaneously
Technical depth & knowledge
- Act as the internal technical reference for complex product configurations, interoperability issues and edge cases
- Maintain and expand the internal knowledge base - document complex resolutions, workarounds and configuration guides
- Stay current on PartnerNET's vendor portfolio through certifications and self-directed learning
Partner & vendor engagement
- Engage directly with partner technical teams on complex deployments and escalations
- Liaise with vendor technical support and engineering teams on product bugs, firmware issues and escalated cases
- Support partners during complex product onboarding and advanced configuration - going beyond standard documentation
Quality & process contribution
- Review and validate resolutions on high-complexity cases before closure
- Identify patterns in case data that indicate product issues, configuration gaps or training needs
- Contribute to the improvement of internal support processes, escalation criteria and diagnostic workflows
- Provide technical guidance to less experienced engineers on complex case types
What We’re Looking For
Required
- 6+ years of experience in technical support, systems engineering or a network/UC administration role
- Deep hands-on expertise in at least two domains:
- VoIP/SIP: Cloud PBX, SIP trunks, IP telephony, call routing, codec negotiation, SIP trace analysis
- Networking: routing, switching, VLANs, QoS, NAT, firewalls — able to diagnose at packet level
- Unified Communications: UC platform administration, integration, interoperability
- Proven ability to diagnose and resolve complex multi-vendor issues independently
- Excellent Greek; good working English for vendor communication and technical documentation
- Degree in Computer Science, Telecommunications or a related field - or equivalent hands-on experience
Preferred
- Familiarity with specific vendors in PartnerNET's portfolio
- Relevant certifications or vendor-specific advanced certs
- Experience with packet capture and analysis tools (Wireshark or similar)
- Exposure to PoC support or pre-sales technical assistance
A strong technical track record and demonstrable case complexity is the primary selection criterion.
What We Offer
- Corporate laptop
- Life and health insurance
- Structured 30/60/90-day onboarding plan
- Continuous training and professional development opportunities
- Certified Great Place to Work® environment
Equal Opportunity