Technical Support Engineer

VOICELAND
is an Athens based VoIP telephony provider that exclusively serves businesses and professionals. We provide specialized telecommunications solutions, using the most advanced infrastructure and services worldwide, in order to meet the needs of any modern business. Voiceland's infrastructure is hosted in state-of-the-art Data Centers and the company is certified by the Quality Management System ISO 9001 that is implemented and ISO 27001, ISO 27017, ISO 27011 standards.

We are currently seeking a
Technical Support Engineer
to join our Technical Support team

This role combines technical problem-solving, customer engagement, and solution development to bridge the gap between our products and customer needs. The ideal candidate will bring strong critical thinking skills, the ability to communicate complex technical concepts in simple terms, and a customer-first mindset to deliver tailored solutions and ensure a positive experience throughout the technical support process.

Key Responsibilities

• Investigate and troubleshoot technical issues reported by customers
• Provide timely, sustainable, and practical solutions to technical issues
• Interface with peer network operators to investigate and resolve day-to-day trouble tickets
• Provide engineering support for VoIP network infrastructure, including voice routing design and configuration
• Draft and maintain technical documents (e.g., network designs, SOPs, User Guides) to improve procedures and processes
• Address trouble tickets and work orders related to network services and voice network infrastructure devices
• Assist with testing and implementation of software updates and patches

Why join us?

We offer a collaborative, growth-oriented environment with experienced colleagues who are eager to support your development. As part of an innovative tech company working on cutting-edge technologies, you will have the freedom to experiment, research, and make a real impact. If you thrive in a fast-paced environment, excel at building relationships and are passionate about telecommunications, we'd love to meet you

Benefits

• Flexible hours and hybrid work opportunities
• A collaborative team environment with modern office amenities
• Additional home office equipment (monitors, laptop, etc.)
• Private health and medical insurance
• Competitive salary with career advancement opportunities
• Opportunity to work with cutting-edge technologies
• Professional development opportunities and training budget

Job requirements

Must Have

• Excellent communication skills (both verbal and written) in Greek & English
• Familiarity with VoIP technologies and networking concepts
• Ability to monitor, diagnose and resolve network issues and outages
• Strong analytical thinking and problem-solving skills to investigate technical issues and performance anomalies
• Excellent customer relationship management skills
• Willingness to work in shifts (09:00-17:00 | 10:00-18:00 | 13:00-21:00)
• Ability to work in stand-by shifts
• A proactive and positive attitude

Good To Have

• BSc/BA in a relevant field
• Understanding of TCP/IP and other LAN/WAN protocols.
• Good knowledge of core IP routing and switching technologies (e.g., NAT, QoS)
• Previous experience as a Customer Support Representative, Tech Support Specialist, or in a similar technical support role
• Familiarity with VoIP technologies & IP networking
• Expertise with VoIP architectures and protocols, especially Session Initiation Protocol (SIP)
• Experience with administering, configuring, and deploying VoIP-related hardware and software such as gateways, Softswitches, and/or IP PBX systems (Yeastar | 3CX)