Technical Support Lead
- On-site, Hybrid
- Kifissia, Attikí, Greece
- Product
We're looking for a Technical Support Lead with a strong background in technical troubleshooting and a keen eye for detail.
Job description
What we do
No matter if you’re the biggest sports fanatic, have a ‘minor’ shoe addiction or you own just one pair of sneakers, you know that finding the “perfect” shoe can be challenging. We’re here to help people find that perfect fitting shoe every single time. We have created a way to make a 3D scan of your feet and match that profile with our own (and the world’s largest) database of 3D-scanned shoes. Our goal is to inspire people to do what they love in maximum comfort, whether it’s running a marathon, dancing all night or simply going for a stroll in the park. As an employer, we strive to translate this philosophy into a happy and balanced lifestyle for all our team members, giving them the opportunity to grow and thrive while doing what they love.
The fit we hope to find
We're looking for a Technical Support Lead with a strong background in technical troubleshooting and a keen eye for detail. The ideal candidate will be analytical, methodical, and highly organized, with a passion for technology and collaboration. You are adaptable, open to continuous learning, and able to communicate effectively across departments and with clients. You bring a customer-focused approach and are motivated to create seamless, innovative solutions while maintaining high standards of service. Your proactive mindset and ability to work both independently and as part of a team make you a perfect fit for this role.
What you'll do
- Troubleshoot & Resolve Issues: Respond to technical support requests, diagnosing and resolving issues related to software, hardware, and network infrastructure in our retail solutions.
- Provisioning System Maintenance: Manage and maintain our provisioning system for mass deployment of foot scanners, leveraging technologies like Foreman and Puppet.
- Configuration & Deployment Management: Configure scanners and other applications, and coordinate the deployment of new software updates and features.
- System Monitoring & Problem Solving: Monitor system health, address malfunctions proactively, and support internal and external partners with problem diagnostics and solutions.
- Documentation & Client Training: Develop user and technical documentation, runbooks, support customer training material, and run reports on systems and support activities.
- Cross-functional Collaboration: Work closely with other departments, aligning support tasks with overall business goals and maintaining a professional standard in all customer interactions.
Job requirements
What you brin
- Education: Bachelor’s degree in Computer Science or a related field.
- Experience: 5+ years in technical product support, including experience with tier 2 support, and ideally tier 3 support as well
- Technical Skills:
- Able to understand how complex hardware and software systems work by reading documentation
- Able to produce great quality documentation
- Very comfortable learning to use new tools
- Experience working with different data formats such as JSON, CSV etc.
- Experience with observability/monitoring tools (e.g., Sentry, Sumologic, CloudWatch) and with parsing logs
- Very comfortable working with data (e.g., reading charts), and basic knowledge of databases and SQL syntax
- Familiar with REST APIs and how to troubleshoot them (e.g., able to use curl to call an API)
- Very comfortable debugging web applications (e.g., using the browser’s web console)
- Good networking and network troubleshooting skills such as ability to understand how to configure a wifi network, static IPs, VPN, troubleshoot DHCP and DNS etc.
- Experience with remote connectivity tools (e.g., Teamviewer) and SSH
- Experience with common ticketing and task management systems (e.g., Jira)
- Basic knowledge of Linux and bash
- Any experience with programming (e.g., Python) will be a huge plus
- Analytical Ability: Strong analytical skills, a systematic approach to problem-solving, and meticulous attention to detail.
- Communication: Excellent written and oral communication skills, with a client-focused approach and open to cross-functional collaboration.
- Growth Mindset: Enthusiasm for learning, creativity in problem-solving, and adaptability to develop new skills.
What SafeSize offers you
Being a great employer is important to SafeSize. We strongly believe in social impact (doing things right AND doing the right things) and offering our employees an awesome experience is a crucial element of that. We see fun and engagement as two core ingredients of a successful team. We encourage our people to find their passion within work and create an inspiring environment for our team, so everyone can excel and continue to grow.
For this position, you will be working at our vibrant office in Athens (Greece).
A sneak peek into Safesize perks
- Competitive salary
- A brand-new office in a beautiful building in Kifisia, Athens, just 1 minute walking distance from the train station, with inspiring interior spaces, a garden and a full kitchen offering healthy breakfast, lunch and snacks.
- Hybrid working model
- Volunteer time off: extra time off to spend on assisting a good cause of your choice
- Monthly team events and drinks
- Company laptop and mobile
- Commuting expenses covered
- Private health insurance
- Annual Learning & Development budget
And, most important of all: a driven team of talented SafeSizers and inspiring place to work and learn, where we work together according to the five company values: Be a force of good - Foster passion & fun - Dream big, start small, learn fast - Take ownership - Build trust and lend a helping hand
Which steps to take
If this sounds like you, click the apply button ! We would love to find out why you would be a great match for this position and why you think SafeSize is a company that fits you. Please do not forget to attach your CV and add a cover letter.
If you have any questions about this position or SafeSize, never hesitate to reach out to us by sending an email to work@safesize.com
We do not work with recruiters for this vacancy, so please do not use the above email address for acquisition.
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