Application Support Engineer

Description
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
Application 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
, consistently
meeting SLAs
and maintaining
positive customer satisfaction
in 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.

Requirements
What You Bring

• 3+ years of experience in a application/software 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
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.*