Technical Support Engineer

Job Description

modulus SA is an innovative telecommunications company headquartered in Athens, Greece, delivering next-generation VoIP telephony services to clients across domestic and international markets since 2012. As one of Greece’s leading VoIP providers, modulus enables businesses across industries to transition to modern, cost-effective communication solution that support remote work and digital agility.

We are currently seeking a Technical Support Engineer to join our Technical Support team!

This role combines technical problem-solving, customer engagement, and solution development to bridge the gap between our products and customer needs. The ideal candidate will bring strong critical thinking skills, the ability to communicate complex technical concepts in simple terms, and a customer-first mindset to deliver tailored solutions and ensure a positive experience throughout the technical support process.

Key Responsibilities

• Communicate with customers via phone and email
• Investigate and troubleshoot technical issues reported by customers
• Provide timely, sustainable, and practical solutions to technical issues
• Interface with peer network operators to investigate and resolve day-to-day trouble tickets
• Provide engineering support for VoIP network infrastructure, including voice routing design and configuration
• Draft and maintain technical documents (e.g., network designs, SOPs, User Guides) to improve procedures and processes
• Address trouble tickets and work orders related to network services and voice network infrastructure devices

Why join us?

We offer a collaborative, growth-oriented environment with experienced colleagues who are eager to support your development. As part of an innovative tech company working on cutting-edge technologies, you will have the freedom to experiment, research, and make a real impact. If you thrive in a fast-paced environment, excel at building relationships and are passionate about telecommunications, we’d love to meet you!

Benefits

• Flexible hours and hybrid work model
• A collaborative team environment with modern office amenities
• Additional home office equipment (monitors, laptop, etc.)
• Private health and medical insurance for you and your family without additional cost
• Meal vouchers via Up Go for EAT e-card
• Mental health & well-being support through an online platform
• Free public transport pass via OASA
• Competitive salary with career advancement opportunities
• Opportunity to work with cutting-edge technologies
• Professional development opportunities and training budget

Job Requirements

Must Have:

• Excellent communication skills (both verbal and written) in Greek & English
• Familiarity with VoIP technologies & IP networking
• Solid understanding of TCP/IP and other LAN/WAN protocols.
• Good knowledge of fundamental IP routing and switching protocols and technologies (NAT, QoS)
• Strong analytical thinking and problem-solving skills to investigate technical issues and performance anomalies
• Excellent customer relationship management skills
• Willingness to work in shifts (09:00-17:00 & 13:00-21:00)
• Ability to work in stand-by shifts
• A proactive and positive attitude

Good To Have

• BSc/BA in a relevant field
• Previous experience as a Customer Support Representative, Tech Support Specialist, or in a similar technical support role
• Expertise with VoIP architectures and protocols, especially Session Initiation Protocol (SIP)
• Experience with administering, configuring, and deploying VoIP-related hardware and software such as IP Phones, Gateways, Softswitches, and/or IP PBX systems (Asterisk, FreePBX, 3CX or/and other)
• Experience with SMPP Protocol