Customer Support Engineer

At Epignosis our mission is simple yet bold: To make learning technologies accessible to every business, regardless of geography, sector, or company size. And we’ve been doing just that for more than a decade, empowering millions of people to grow, learn, and thrive through technology that’s both powerful and affordable.

We're rapidly becoming one of Greece's largest SaaS companies, serving 12,000+ companies and 22+ million learners worldwide with solutions like TalentLMS (an award-winning cloud LMS built for simplicity), eFront (an enterprise LMS), TalentCards (a mobile app for deskless training), and TalentHR (a lightweight HRIS for people operations).

Our success is built on a team that believes that work should matter — not only to you, but to the world around you. We're looking for people who light up when solving hard problems, who care deeply about their craft, and who want to build something that genuinely helps people grow.

We are searching for a skilled and customer-focused Software Support Engineer to join our Enterprise team. In this role, you will serve as the primary point of contact for technical support and troubleshooting assistance. You will be responsible for resolving complex software issues, providing technical guidance, and ensuring customer satisfaction. You’ll work closely with product development teams to help identify bugs, provide input on product features, and advocate for customers' needs.

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:

• A Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.

• 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:
We've built a workplace where people can do the best work of their careers. Here's how we support that:

• Competitive salary and bonuses. Strong base pay plus performance rewards at personal, team, and company levels.
• Stock options for everyone. Build software that empowers millions of learners worldwide, and own a piece of what you're creating. All team members can become shareholders, and these options have already changed lives.
• Your health is covered in more ways than one. Private health coverage for every team member, access to a nutritionist, and our in-house blood bank — all part of our health and wellness support.
• Comprehensive family support. We’re proud of our progressive family policy, one of the most generous in Greece.
• Daily meals and food allowance. Breakfast and catered lunch at our offices, plus a monthly meal allowance you control.
• Commute covered. OASA transport card or parking space near the office, whichever works for your commute.
• Hybrid work. Work from home and from our modern office in the heart of Athens.
• Employee Advisory Board. You have real input into company strategy through structured advisory sessions. Not common, but we think it should be.
• Learning budget for your growth. Coaching sessions, conferences, university degrees, creative pursuits — we fund it. Continuous learning is our mission and that includes you.
• Part of the Starttech Ventures ecosystem. Access to learning and collaboration across a portfolio of SaaS companies, with resources that support long-term growth.

Ready to grow your career while helping millions of people learn? Join us.