Technical Support Engineer

Who we are

Upstream is a global leader in mobile marketing automation and digital service innovation, enabling Mobile Network Operators (MNOs) and brands to grow revenue, improve customer engagement and succeed in the digital economy. With over two decades of experience and operations spanning 45+ markets across Africa, Latin America, Asia, Europe, and the Middle East, we are a trusted partner to more than 60 MNOs worldwide.

Headquartered in Athens, Greece, and with regional hubs in London, Dubai, Johannesburg, Lagos, São Paulo and Rio de Janeiro, Upstream combines global expertise with deep local insight. Our end-to-end approach encompasses strategy, creative development, technical deployment, campaign execution, and ongoing optimization, ensuring seamless, scalable, and performance-driven service delivery.

About the role

Upstream is looking for an enthusiastic Technical Support Engineer to join our Technical Support team in Athens, Greece.

As a Technical Support Engineer, you will be part of a very competent team responsible for monitoring the entire Upstream infrastructure (hardware, software, applications, etc.) that is utilized for the execution of the company’s revenue-generating projects while ensuring total Production stability without any problems on a 24h/7 basis (3-shifts on rotation). You will be responsible for quickly detecting, resolving, and/or escalating any issues that affect the normal operation of our Production Infrastructure. You will provide support to internal users, by executing operational tasks, producing reports, and troubleshooting, as well as external users, by handling customer requests. Finally, you will be part of the ongoing process of automating tasks and procedures which will improve how we work to keep up with all the new and cutting-edge technologies and rising needs.

Your main responsibilities will be:

• Continuously monitor Upstream's infrastructure (hardware, software, applications, etc.) following standard procedures and utilizing all available tools
• Report, identify, and investigate possible issues or problems with swift and accurate response on any errors reported by our systems
• Follow standard procedures for proper escalation of all incidents to the relevant second level support teams
• Ensure proper recording and closure of all incidents
• Prepare accurate and timely standard reports and ensure the quality of the outcome
• Complete all operational tasks and ad-hoc requests in a timely manner, ensuring the quality of the results
• Provide technical support by properly handling and resolving customer requests
• Review and provide feedback on documentation and procedures. Formulate new ideas to improve procedures. Utilize scripting skills in Python, bash or other programming language in order to automate day-to-day tasks

Requirements

The skills we require:

• University degree in Engineering / Computer Science or similar discipline
• Very good communication skills
• Very good knowledge in oral and written English
• Basic knowledge of Unix/Linux systems, utilities and scripting
• Basic SQL knowledge
• Experience in coding/ scripting and helpdesk support is a plus
• Familiarity with ticketing system (ex. Jira) is a plus

You will be an excellent fit for our team if you are:

• Self-driven with ability to take ownership of issues and follow through to resolution
• Reliable and dedicated with clear thinking and strong attention to detail
• Good at troubleshooting and problem solving
• Organized with a structured and methodical work style

Benefits

We offer a competitive base salary and benefits, directly dependent on the candidate’s qualifications and skills. The real excitement comes from working closely with a dynamic, smart, agile, and highly motivated team in a competitive and fast-paced environment.

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Upstream is an equal-opportunity employer. The Company does not discriminate on the basis of race, color, creed, pregnancy, religion, gender, national origin, age, disability, marital, or any other legally protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of personnel actions including recruitment, hiring, training, promotion, compensation, benefits, transfer,and social and recreational programs