Field Service Engineer, Remote
Illumina
Job Level
Mid-LevelSenior
About the role
- Investigate and resolve technical issues reported by customers.
- Provide technical support to customers via phone, email, and other channels.
- Diagnose and troubleshoot software-related issues on the Elorus SaaS platform.
- Log and track bugs using the internal project management system.
- Collaborate with 1st level support to investigate customer-reported problems.
- Communicate findings and insights to product owners and development teams.
- Assist external developers using Elorus public APIs and provide API support.
- Provide feedback to the product team to improve the platform.
Requirements
- Bachelor’s Degree in Computer Science, Software Engineering, or related field.
- Familiarity with SaaS platforms and REST APIs.
- Experience in a technical support or helpdesk environment.
- Strong verbal and written communication skills in both Greek and English.
- Analytical mindset and strong problem-solving ability.
- Empathetic and customer-focused attitude.
- Preferred: Experience working with or supporting APIs.
- Preferred: Ability to explain technical concepts clearly to various audiences.
- Preferred: Strong understanding and passion for technology.
- Preferred: Eagerness to learn and grow in a collaborative environment.
