User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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