Customer Support Engineer

At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to millions of people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS - a zero-overhead cloud LMS, eFront - an enterprise LMS, TalentCards - a mobile app for training the deskless workforce, and TalentHR - a lightweight HRIS to manage people ops. We are competing with the world’s top eLearning solutions and we aim at becoming world’s #1.

We're on a mission to democratize training by developing simple, accessible, and affordable software. We count 12.000+ companies as customers and with more than 11 million users logging in to use our platforms, we are a much-loved global leader in learning tech. At home, we are quickly becoming one of the largest SaaS company to come out of Greece.

We are looking for a skilled and customer-focused Software Support Engineer to join our Enterprise team. In this role, you will serve as the primary point of contact for technical support and troubleshooting assistance. You will be responsible for resolving complex software issues, providing technical guidance, and ensuring customer satisfaction. You’ll work closely with product development teams to help identify bugs, provide input on product features, and advocate for customers' needs.

Responsibilities:

As a Customer Support Engineer, you will:

• Provide technical support by diagnosing, troubleshooting, and resolving software issues for customers via phone, email, or chat.
• Communicate with customers as the technical point of contact for escalated issues, offering clear and helpful guidance.
• Work with internal teams such as Product Development and Engineering to escalate and resolve more complex problems.
• Maintain and update documentation including troubleshooting guides, FAQs, and knowledge base articles.
• Identify areas for improvement by analyzing customer feedback and recurring issues, and sharing insights with relevant teams.
• Stay informed about the product by keeping up to date with new features, integrations, and enhancements.
• Assist with testing of product releases, patches, and new features, providing feedback to help ensure quality.

Requirements

To be successful in this role as a Customer Support Engineer, you should:

• A Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• 1–2+ years of experience in technical support, software engineering, or a related customer-facing role.
• Familiarity with Learning Management Systems or similar software is a plus.
• Strong troubleshooting skills for software applications and operating systems (Windows, macOS, Linux).
• Experience working with databases, SQL queries, and API integrations.
• Basic familiarity with programming or scripting languages such as JavaScript (preferred but not required).
• Understanding of cloud services (e.g., AWS, Azure) and general IT infrastructure.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Clear and effective communication skills with a customer-focused mindset.
• Ability to work in a fast-paced environment and manage multiple tasks at once.
• A collaborative attitude with a proactive approach to learning and development.
• Not a nine to fiver. Cover the following shifts every other week: 08:00-16:30 EET (2 days per week onsite) and 16:30-01:00 EET (remote)

Nice to Have

• Experience with support and project tools such as Zendesk, Intercom, Asana, JIRA, or Confluence.
• Experience working with large enterprise clients or in SaaS environments.
• Knowledge of SCORM or xAPI content standards.

Benefits

The most important thing we offer is a safe and healthy professional environment, giving you the opportunity to work on products that positively impact millions globally. Become part of Epignosis, a diverse group of smart, fun, and GIF-loving professionals in offices worldwide, including the U.S., the U.K., Greece, and Cyprus! Our employees enjoy benefits that enhance productivity and contribute to their professional development. Apart from that, we also offer:

• Competitive compensation packages – because great work deserves great rewards.
• Inclusive parental benefits – support for every kind of family, no matter your path to parenthood.
• Private health insurance plan – your well-being matters to us, on and off the clock.
• Participation in our stock options plan – share in our growth and success.
• Meal allowance – fuel your day, your way.
• Complimentary meals at the office – think daily breakfast spreads and lunch catered. Yes, we’re serious!
• Commuting benefits – choose what works for you: an OASA transport card or a parking space.
• Access to a nutritionist – personalized support to help you feel your best.
• Foreign language lessons – learn, grow, and expand your horizons.
• Access to our in-house blood bank – giving back is in our blood (literally).
• Professional development initiatives – we’re not just creating LMSs for others, we’re learners ourselves!