Software 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 Join our team of Software Support Engineers , where you'll focus on resolving Level 3 customer issues . You're comfortable working directly in production environments and customer's databases , delivering deep investigations and high-quality troubleshooting . You'll also play an active role in building internal tools and automating key processes or custom customer requests using C# , all with the goal of maximizing service availability . Are you interested in knowing more? Keep reading Your Role & Responsibilities 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. Requirements What You Bring At least 2 years of relevant experience in a 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. Bonus Points Knowledge of an OOP language like C#. Sounds like you? It is a Win-Win Benefits 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. Originally posted on Himalayas