Infiterra is looking for a Software Support Engineer to join our team. You'll focus on resolving Level 3 customer issues, working directly in production environments and databases to deliver deep investigations and high-quality troubleshooting. You'll also play an active role in building internal tools and automating key processes or custom requests using C#, all with the goal of maximizing service availability.
What You'll Do
- Provide solutions to software-related issues as part of Level 3 support, ensuring adherence to defined SLAs.
- Work closely with 1st-level support to gather detailed customer information from tickets and, when needed, engage directly with customers to better understand their issues.
- Investigate, diagnose, and troubleshoot software problems, escalating complex cases to senior support or development teams as appropriate.
- Monitor and manage ticket progress to ensure all actions remain aligned with SLA commitments.
- Correct inaccurate data caused by software bugs by accessing customer databases and executing scripts or tools.
- Manually export data from customer databases when reporting requirements exceed the platform's built-in capabilities.
- Collaborate with cross-functional teams to resolve production issues and drive continuous process improvements.
- Identify and suggest automation opportunities for repetitive tasks to increase team efficiency and meet evolving customer needs.
- Create and maintain clear documentation for production processes and technical specifications.
What We're Looking For
- At least 2 years of relevant experience in software support.
- Hands-on experience working with SQL.
- Solid experience with data import/export tasks.
- Strong analytical and problem-solving skills, with the ability to identify root causes effectively.
- Eagerness to learn and a strong drive to troubleshoot and resolve technical issues.
- High level of empathy—able to understand the question behind the question and respond accordingly.
- Proactive mindset; capable of spotting roadblocks and escalating complex issues when needed.
- Comfortable working independently with minimal supervision, while also being a reliable team player.
- Adaptable to fast-paced, dynamic environments.
- Quick learner with strong technical aptitude and curiosity for new technologies.
- Familiarity with ticketing systems such as Jira.
- Fluency in both English and Greek, written and spoken.
- Bachelor's degree in Software Engineering or a related field.
Nice to Have
- Knowledge of an OOP language like C#.
Technical Stack
- SQL
- C#
- Jira
Benefits & Compensation
- 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
Work Mode
This role operates on a hybrid work model.
Infiterra is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.
