Hybrid Technical Support Engineer

at Elorus

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: JavaScript, Python
• Location requirements: Hybrid, Athens, Greece

About the role

• Technical Support Engineer providing second-level support for Elorus online invoicing platform; investigating issues, identifying bugs, and assisting third-party integrations via API.

Responsibilities

• Provide **second-level technical support** for the Elorus platform, assisting with issues escalated from the L1 support team.
• **Investigate, reproduce and diagnose** software issues or unexpected behaviors reported by customers or support.
• **Identify, document and escalate bugs** or feature-related feedback to the development team with clear technical details.
• Support third-party developers and partners using our **public REST API**, helping them with integration questions, authentication, workflows, and troubleshooting.
• Collaborate with the product & engineering team to **verify fixes, retest issues and ensure smooth resolution**.
• Maintain and update** internal documentation**, troubleshooting guides and knowledge-base articles to support L1 support agents and improve self-service resources.
• Assist with **on-boarding and guiding team members** or clients on product functionality, best practices and integration capabilities.
• Use monitoring and support tools to **track issues, prioritize tasks and ensure timely responses**.
• Act as the bridge between customer support and development, ensuring **clear communication and a high-quality support experience**.

Requirements

• Proven experience in technical support, application support, or similar customer-facing technical role (SaaS experience is a plus).
• Good understanding of web technologies, HTTP requests, JSON, REST APIs and client–server architecture.
• Ability to troubleshoot technical issues, identify root causes and reproduce problems in a structured manner.
• Comfortable reading and understanding API documentation and assisting users with integrations.
• Strong communication skills in English and Greek, both written and verbal.
• Familiarity with ticketing systems, support workflows and issue tracking tools (e.g. Jira, Zendesk, etc.).
• Ability to write clear reports and bug descriptions for the development team.
• Analytical mindset with attention to detail and willingness to learn the product inside out.
• Team player with a customer-first approach and ability to collaborate with cross-functional teams.
• **Good do have**
• basic scripting or reading code (JavaScript, Python, etc.)
• accounting/invoicing systems or time tracking tools
• API testing tools (Postman, cURL, etc.)

Benefits

• Competitive salary based on experience and skill level.
• Hybrid/remote-friendly working environment with flexible hours.
• Opportunity to work closely with product & development teams and grow in a technical career path.
• Private health insurance plan.
• Friendly, collaborative team culture with an open feedback environment.
• Work with a growing SaaS platform used by thousands of professionals.
• Real impact — your work directly improves product quality and user experience.