Upstream is hiring a

Technical Support Engineer

Athens, Greece

Due to our global expansion we are looking for an enthusiastic Technical Support Engineer to join our Technical Support team in Athens, Greece.

As a Technical Support Engineer you will be part of a very competent team responsible for monitoring the entire Upstream infrastructure (hardware, software, applications, etc) that is utilized for the execution of the company’s revenue generating campaigns and ensuring that it is operating without any problems. You will be responsible for quickly detecting, resolving and/or escalating any issues that come up and affect the normal operation of the campaign. Finally, you will provide support to internal users, by executing operational tasks, producing reports and troubleshooting, as well as external users, by handling customer complaints and requests.

Your main responsibilities will be:

  • Continuously monitor Upstream’s infrastructure (hardware, software, applications, etc) following standard procedures and utilizing all available tools.
  • Identify and investigate possible errors or problems with swift and accurate response on any errors reported by our systems.
  • Follow standard procedures for proper escalation of all incidents to the relevant second level support teams.
  • Ensure proper recording and closure of all incidents.
  • Prepare accurate and timely standard reports and ensure the quality of the outcome.
  • Complete all operational tasks and ad-hoc requests in a timely manner, ensuring the quality of the results.
  • Provide customer support by properly handling and resolving customer/end-user complaints and requests through phone or email.
  • Review and provide feedback on documentation and procedures. Formulate new ideas to improve procedures.
  • Self-driven with ability to take ownership of issues and follow through to resolution
  • Reliable and dedicated with clear thinking and strong attention to detail
  • Good at troubleshooting and problem solving
  • Organized with a structured and methodical work style