German Technical Support Engineer (L1/L2) - Athens

On behalf of our client, we are seeking a German-Speaking Technical Support Engineer (L1/L2) to join an innovative team in Athens!

In this role, you will serve as the core technical contact for German-speaking users, taking full ownership of incident analysis, troubleshooting, and issue resolution. Moving beyond basic customer support, you will perform technical diagnostics, manage system tickets, and deliver effective hands-on solutions to keep systems running smoothly.

Responsibilities

• Provide first- and second-line (L1/L2) technical assistance to German-speaking clients via phone, email, and live chat.
• Perform root-cause analysis, system diagnostics, and remote troubleshooting for software, hardware, and network connectivity issues.
• Manage, track, and prioritize support tickets through enterprise systems (e.g., Zendesk, ServiceNow, Jira) while meeting strict SLA targets.
• Guide users step-by-step through technical configurations, system settings, and software updates.
• Document technical incidents, resolution steps, and workarounds to enhance the internal knowledge base.
• Isolate complex bugs or infrastructure incidents and seamlessly escalate them to L3 engineering teams when necessary.

Requirements

• Native or C2-level fluency in German, alongside strong working proficiency in English (B2 or high