Customer Support Engineer

About the job

At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to millions of people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS - a zero-overhead cloud LMS, eFront - an enterprise LMS, TalentCards - a mobile app for training the deskless workforce, and TalentHR - a lightweight HRIS to manage people ops. We are competing with the world's top eLearning solutions and we aim at becoming world's #1.

We're on a mission to democratize training by developing simple, accessible, and affordable software. We count companies as customers and with more than 11 million users logging in to use our platforms, we are a much-loved global leader in learning tech. At home, we are quickly becoming one of the largest SaaS company to come out of Greece.

That's where you come in We're looking for a Customer Support Engineer to join our Customer Support team to provide enterprise level technical support to our customers via web, email, chat and other support channels.

Responsibilities

As a Customer Support Engineer, you will:

• Provide technical support by diagnosing, troubleshooting, and resolving software issues for customers via phone, email, or chat.
• Communicate with customers as the technical point of contact for escalated issues, offering clear and helpful guidance.
• Work with internal teams such as Product Development and Engineering to escalate and resolve more complex problems.
• Maintain and update documentation including troubleshooting guides, FAQs, and knowledge base articles.
• Identify areas for improvement by analyzing customer feedback and recurring issues, and sharing insights with relevant teams.
• Stay informed about the product by keeping up to date with new features, integrations, and enhancements.
• Assist with testing of product releases, patches, and new features, providing feedback to help ensure quality.

Requirements

To be successful in this role as a Customer Support Engineer, you should have:

• 1–2+ years of experience in technical support, software engineering, or a related customer-facing role.
• Familiarity with Learning Management Systems or similar software is a plus.
• Strong troubleshooting skills for software applications and operating systems (Windows, macOS, Linux).
• Experience working with databases, SQL queries, and API integrations.
• Basic familiarity with programming or scripting languages such as JavaScript
  (preferred but not required)
  .
• Understanding of cloud services (e.g., AWS, Azure) and general IT infrastructure.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Clear and effective communication skills with a customer-focused mindset.
• Ability to work in a fast-paced environment and manage multiple tasks at once.
• A collaborative attitude with a proactive approach to learning and development.
• Not a nine to fiver. Cover the following shifts every other week: 09:00-17:30 EET (2 days per week onsite) and 16:30-01:00 EET (remote)

Nice to Have

• Experience with support and project tools such as Zendesk, Intercom, Asana, JIRA, or Confluence.
• Experience working with large enterprise clients or in SaaS environments.
• Knowledge of SCORM or xAPI content standards

Benefits

The most important thing we offer is a safe and healthy professional environment, giving you the opportunity to work on products that positively impact millions globally. Become part of Epignosis, a diverse group of smart, fun, and GIF-loving professionals in offices worldwide, including the U.S., the U.K., Greece, and Cyprus Our employees enjoy benefits that enhance productivity and contribute to their professional development. Apart from that, we also offer:

• Competitive compensation packages - because great work deserves great rewards
• Participation in the Epignosis Employee Stock Options Plan - because when we grow, you grow with us
• Inclusive parental benefits - support for every kind of family, no matter your path to parenthood
• Private health insurance plan - your well-being matters to us, on and off the clock
• Meal allowance - fuel your day, your way
• Complimentary meals at the office - think daily breakfast spreads and lunch catered three times a week. Yes, we're serious
• Access to our in-house blood bank - giving back is in our blood (literally)
• Professional development initiatives - we're not just creating LMSs for others, we're also learners ourselves
• Gorgeous office space - work where you thrive, whether that's in our beautiful HQ
• A vibrant working environment - surrounded by brilliant, quirky, passionate minds