Senior Technical Support Engineer

Athens Onsite Senior level

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.

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

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

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 PartnerNETs 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

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


Deep hands-on expertise in at least two domains:

1. VoIP/SIP: Cloud PBX SIP trunks IP telephony call routing codec negotiation SIP trace analysis
   

2. Networking: routing switching VLANs QoS NAT firewalls able to diagnose at packet level
   

3. 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

Familiarity with specific vendors in PartnerNETs 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.

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