Technical Support Engineer (Athens-based)

About the company

Kiefer Tech, the technology arm of Kiefer, leverages over 12 years of engineering heritage from the Green Energy sector to deliver cutting-edge AI, robotics, and enterprise solutions across Greece and the EU. We build sovereign AI infrastructure that keeps data within EU borders, respect privacy, and delivers tangible business impact. Guided by our core values: innovation, quality, and long-term client partnerships, we create enterprise-grade AI infrastructure, the first true Greek Large Language Models, and intelligent automation solutions that empower organizations to thrive. Our strategic collaboration with NVIDIA combines sustainable infrastructure expertise with world-class AI technology, creating an ecosystem that fosters innovation, strengthens Greece’s technological sovereignty, and generates real impact across industries. Join us and help build the AI-powered world of tomorrow.

About the role

We are looking for a Technical Support Engineer to support Kiefer Tech’s B2B AI/robotics products.

This is not a basic customer support role. You will investigate technical customer issues related to robot software, product workflows, APIs, integrations, logs, configuration, and customer environments.

In this role, you will collect technical context, communicate with customers, investigate issues, and work with Engineering and Product to resolve problems or escalate them with clear, useful information. The role also includes improving troubleshooting guides, escalation flows, internal runbooks, and customer feedback processes.

Kiefer Tech is still building its support structure as the company scales. Processes are evolving, so this role requires someone comfortable with ambiguity, ownership, structured troubleshooting, and building practical support flows from scratch.

Important: this is an office-based role. We are currently considering candidates who are already based in Athens and able to work from our office.

What you will do

• Handle technical support requests from B2B customers and own them through resolution or clear escalation
• Investigate issues related to product behavior, robot software, APIs, integrations, logs, configuration, and workflows
• Ask the right questions, collect technical context, read logs, and identify possible causes
• Document issues clearly for Engineering/Product, including impact, evidence, steps to reproduce, and expected vs. actual behavior
• Communicate clear and calm updates to customers during technical investigations
• Create FAQs, troubleshooting guides, runbooks, and internal support notes for repeated issues
• Identify recurring customer problems and share useful feedback with Product and Engineering
• Help make the support process more structured, scalable, and less dependent on ad hoc communication

What you will need

• 3-5+ years of experience in technical support, application support, product support, L2/L3 support, or a similar role
• Experience supporting B2B technical products
• Strong troubleshooting and problem-solving skills
• Ability to read logs, understand error messages, and collect useful diagnostic information
• Understanding of APIs, integrations, authentication issues, and basic debugging flows
• Experience working with Engineering/Product on technical customer issues
• Clear, calm, and empathetic customer communication skills
• Fluent Greek and English
• Based in Athens and ready to work from the office
• Comfortable with early-stage processes, ambiguity, and high ownership

Nice to have

• Experience supporting complex B2B technical products, such as AI, automation, robotics, IoT, edge devices, cloud, infrastructure, or hardware-software products
• Linux basics, networking basics, monitoring tools, or observability tools
• Basic scripting, SQL, or log/data analysis
• Experience with enterprise customers and support documentation/runbooks

What is there for you

• Office-based role in Athens
• B2B AI and robotics products at Kiefer Tech
• Opportunity to help build and structure the technical support function
• Direct impact on how customer feedback influences Product and Engineering
• Small team, high autonomy, low bureaucracy, and room to build practical processes from scratch