Senior Technical Support Engineer

Athens | Onsite | Senior level

About PartnerNET

PartnerNET connects leading global ICT manufacturers with an active network of technology partners across Greece, Cyprus and SE Europe. From Unified Communications and Networking to Cyber Security, Building Automation and Digital Signage, we support our partners with the products, expertise and training to deliver complete solutions - headquartered in Athens.

We are proud to be certified as a Great Place to Work®, reflecting our commitment to a supportive and innovative workplace where every team member can thrive.

The Role

A senior individual contributor role for an engineer who has moved beyond standard troubleshooting and into deep technical ownership. You'll handle the most complex L2 cases across PartnerNET's partner network - the ones that require architectural understanding, multi-vendor diagnosis and structured root-cause analysis.

Behind every partner who delivers a successful project, there's a support engineer who made it possible. At PartnerNET, that engineer is you!

What You’ll Do

Complex case ownership

• Own and resolve the most technically complex L2 cases of the support team - VoIP, PBX, networking, security and UC infrastructure issues

• Perform deep-dive diagnosis across multi-vendor environments: isolate root causes, not just symptoms

• Handle cases that require coordination across multiple technology domains simultaneously

Technical depth & knowledge

• Act as the internal technical reference for complex product configurations, interoperability issues and edge cases

• Maintain and expand the internal knowledge base - document complex resolutions, workarounds and configuration guides

• Stay current on PartnerNET's vendor portfolio through certifications and self-directed learning

Partner & vendor engagement

• Engage directly with partner technical teams on complex deployments and escalations

• Liaise with vendor technical support and engineering teams on product bugs, firmware issues and escalated cases

• Support partners during complex product onboarding and advanced configuration - going beyond standard documentation

Quality & process contribution

• Review and validate resolutions on high-complexity cases before closure

• Identify patterns in case data that indicate product issues, configuration gaps or training needs

• Contribute to the improvement of internal support processes, escalation criteria and diagnostic workflows

• Provide technical guidance to less experienced engineers on complex case types

What We’re Looking For

Required

• 6+ years of experience in technical support, systems engineering or a network/UC administration role

• Deep hands-on expertise in at least two domains:

• VoIP/SIP: Cloud PBX, SIP trunks, IP telephony, call routing, codec negotiation, SIP trace analysis

• Networking: routing, switching, VLANs, QoS, NAT, firewalls — able to diagnose at packet level

• Unified Communications: UC platform administration, integration, interoperability

• Proven ability to diagnose and resolve complex multi-vendor issues independently

• Excellent Greek; good working English for vendor communication and technical documentation

• Degree in Computer Science, Telecommunications or a related field - or equivalent hands-on experience

Preferred

• Familiarity with specific vendors in PartnerNET's portfolio

• Relevant certifications or vendor-specific advanced certs

• Experience with packet capture and analysis tools (Wireshark or similar)

• Exposure to PoC support or pre-sales technical assistance

A strong technical track record and demonstrable case complexity is the primary selection criterion.

What We Offer

• Competitive base salary, commensurate with experience

• Corporate laptop

• Life and health insurance

• Structured 30/60/90-day onboarding plan

• Continuous training and professional development opportunities

• Certified Great Place to Work® environment

Equal Opportunity

PartnerNET is an equal opportunity employer. We welcome applications from all qualified candidates regardless of gender, age, disability or educational background.