Customer Support Engineer

Join Infiterra and help power the future of subscription e-commerce.

Infiterra’s B2B SaaS platform helps IT Distributors and Managed Service Providers (MSPs) automate and grow their subscription business. With 100+ customers in 75 countries, we're recognized for innovation and global impact—and we’re just getting started. We foster a collaborative and growth-oriented culture, allowing you to be part of a dynamic, forward- thinking team.

The role in a nutshell

As a Customer Support Engineer, you’ll be the go-to problem solver for our B2B customers. You’ll troubleshoot technical issues, clarify product behavior, and guide users through solutions—always with professionalism and clarity. You’ll collaborate with engineers, QA, and product teams to dig deep into issues and continuously improve the customer experience.

Our Ideal Candidate Profile

You're a naturally curious, proactive problem-solver who thrives on delivering top-notch customer experiences. You have a knack for diving into technical issues, troubleshooting with precision, and guiding users with clear, effective solutions. You enjoy getting to the root of problems, thinking critically, and resolving challenges efficiently. You don’t just fix problems — you dig in, figure out what’s really going on, and tackle it head-on. That sense of accomplishment when you crack a tough issue? That’s what fuels you in this role.

You’re confident communicating over email, chat, and support portals — always keeping it professional, but with a human touch. You collaborate closely with engineering, QA, and other teams to solve complex problems, share insights, and make the customer experience better every step of the way.

You support a global B2B customer base using our subscription e-commerce platform, helping them navigate a wide range of cloud products. You're comfortable working in shifts to keep support running smoothly across time zones, and you bring the same high standards to every interaction.

You know when to escalate, when to dig deeper, and how to document your work so others can learn from it. Whether it’s refining workflows or building out the knowledge base, you’re always looking for ways to level up the support experience.

If you’re all about solving problems, get a kick out of digging into the details, and enjoy working with a team that’s got your back — we’d love to hear from you!

Are you interested in learning more?

Keep reading 😉

📑Your Role & Responsibilities

• Handle end-to-end customers' tickets (how-tos, bugs, premium inquiries) with accuracy and care.
• Investigate, validate and reproduce reported issues; escalate when needed.
• Track SLAs and follow through on time.
• Log and update customer cases with clear documentation.
• Flag gaps in product documentation and share with the right teams.
• Help refine our support processes and knowledge base.
• Work in rotating shifts to support customers across time zones.

What You Bring

• 3+ years of experience in a customer support or technical role within the IT/software industry.
• Fluent in both Greek and English — written and spoken — to support our diverse customer base.
• A sharp, analytical mindset with strong troubleshooting skills.
• Ability to comfortably read and interpret logs (like JSON files) and APIs to troubleshoot and resolve issues efficiently.
• Confidence communicating via email, chat, and portals.
• Empathy and strong customer focus — able to listen carefully and understand the underlying needs behind customer queries.
• A collaborative spirit—ready to work across teams to solve complex problems.
• A self-starter who can spot roadblocks early, take initiative, and escalate issues when needed to keep things moving.
• Experience supporting technical products (ideally B2B SaaS or cloud services).
• Flexibility to work in shifts and maintain quality around the clock.
• Hands-on experience with ticketing systems like Jira for tracking and managing support requests.
• BSc degree in Computer Science or an IT-related field.

Bonus Points 😉

• Familiarity with CSS and JavaScript to help implement or troubleshoot custom frontend behavior when required.

Sounds like you?
It's a win-win 🤝

• A tech-passionate team with a friendly culture and international breed
• Remote first & hybrid work option
• Flexible working hours
• Work-from-anywhere scheme
• Health and life insurance plan
• Learning & development budget
• Home office allowance

If you feel you're a great fit, please apply!
We'd love to hear from you!

All applications will be treated with confidentiality.
Please note that due to the large number of CVs received, only compatible candidates will be contacted for an interview.

As part of our dedication to the diversity of our workforce, Infiterra is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.