IT Systems Engineer

About us

We are Up. We design and deliver digital-first employee benefits that transform the workplace experience.
We believe that happy and healthy employees work better and smarter. We help you make this happen while improving productivity and saving money for your business.

Each of our solutions is designed with one simple goal: providing the best customer experience, no matter the solution. This revolves around two core principles: simplicity and fun! Let’s be honest, the best solution is simple to implement, hassle-free, and (very) fun to use!

Every day, we help tens of thousands of leading companies all over Greece to engage and retain their people. We are constantly learning, fine-tuning the Up experience and looking towards the future.

We have achieved a 96% trust index in Great Place to Work!

Up Hellas is a wholly owned subsidiary of Up Group, present in 29 countries worldwide.
🌍 www.uphellas.gr
🌐 www.up-group.coop

Up Hellas is quickly growing past 80 employees – and we’re looking for someone to take us to the next level. If you’re full of energy, curiosity, and love to connect the dots — click the apply button.

About the position

We are looking for a IT Systems Engineer to join our Customer Care team.

This role is all about making sure issues are solved fast, escalated smartly, and never lost in a thread. You'll work closely with our support, product, and tech teams — owning ticket triage, managing our internal tools, and chasing suppliers when things get stuck.

If you're the kind of person who loves figuring out if something’s broken (or just misunderstood), and you’re not afraid to dig through tools, data, or API calls to find out — this is your jam.

Your Mission

🎯 Triage & Troubleshoot

• Take over escalated tickets from first-level support and train the team
• Reproduce and analyze issues
• Decide what’s a real bug, what’s UX confusion, and what’s a config mistake
• Participate to analysis and requirements of new needs for development

🧩 Own the Tools

• Administer and improve Jira workflows, statuses, tagging, and hygiene
• Configure and optimize Intercom (macros, inbox rules, tagging, reporting)
• Manage and maintain Microsoft Dynamics 365 CRM (entities, views, workflows, and data integrity)

🧪 Use the Tech Stack

• Use SQL to validate tickets and dig into product behavior
• Use Postman to test APIs and integrations
• Run logs, tools, and internal scripts to troubleshoot

🛠 Collaborate & Communicate

• Escalate properly to Product when it’s a real issue
• Document what you learn so the team learns too
• Follow up with third-party suppliers and partners — and make sure they deliver
• Work with Support, QA, Product and Tech to constantly improve our internal ticket flow

Requirements

• 2–4 years in Technical Support, Systems Operations, System Administration
• Studies on Information Technology or Computer Science
• Strong experience using:
• Jira (ticket management, automation, tagging)
• Intercom (macros, rules, reporting)
• SQL (intermediate queries, data validation)
• Postman (API testing & debugging)
• You’re organized, structured, and confident working independently
• You know how to speak both “support” and “product” without needing a translator

Bonus points for:

• Experience with vendors/suppliers (you know how to chase without being annoying 😄)
• Familiarity with logging tools (Sentry, Kibana, Datadog)
• Experience in fintech or SaaS environments
• Automation, scripting or no-code/low-code tooling

We offer

• A dynamic work environment

• A suite of benefits: FlexOne, Fitpass, Private medical plan, Public Transportation Card, and even breakfast!
• A full-time, indefinite contract
• Location: Athens headquarters

All information received will be treated with strict confidentiality.

#LI-Hybrid