Lead Technical Support Engineer at Mitel

📍 Job Overview

Job Title: Lead Technical Support Engineer
Company: Mitel
Location: Greece (Hybrid)
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: 2025-08-01
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site with hybrid flexibility

🚀 Role Summary

Lead the global product support team as a Technical Support Engineer, ensuring excellence in service and improving product quality.
Collaborate with Partner Technical Support Teams, Design Authorities, and Business Partners to resolve complex customer issues and minimize impact.
Troubleshoot and analyze incidents, progress out-of-hours escalations, and visit customer sites as required.

📝 Enhancement Note: This role requires a strong technical background in telecommunications, with a focus on IP, VoIP, and networking technologies. The ideal candidate will have a proven track record in software or quality assurance engineering, with excellent customer service skills and the ability to work in a global team environment.

💻 Primary Responsibilities

Incident and Problem Resolution: Respond to and resolve incident and problem tickets within end-to-end service levels, ensuring tickets contain all necessary details throughout their lifecycle.
Troubleshooting: Troubleshoot complex customer issues and confirm fixes in the lab, with the flexibility to analyze incidents progressed out of hours (24/7 callout for critical escalations).
Customer Engagement: Engage with partners and customers in a professional and friendly manner, providing workarounds to minimize the impact of defects on end-users.
Customer Site Visits: Visit customer sites both nationally and internationally, as required, to resolve complex issues and ensure customer satisfaction.

📝 Enhancement Note: This role requires a high level of technical expertise and the ability to work under pressure, often in a fast-paced environment. Strong analytical troubleshooting skills, attention to detail, and excellent communication skills are essential for success in this role.

🎓 Skills & Qualifications

Education: A university degree in Software Engineering, Computer Science, or a related discipline is required.

Experience: At least 7 years of professional experience in a Software/Quality/Support Engineering position, preferably within the telecommunications domain.

Required Skills:

Knowledge of IP, VoIP, Networking, Virtualization, Linux, and Microsoft Windows Server.
Knowledge of the full application development life cycle and agile methodologies.
Excellent customer service skills, with strong analytical troubleshooting, problem-solving, and communication skills (both verbal and written).
Fluency in English.

Preferred Skills:

ITIL foundation.
Working knowledge of Cloud Computing technologies (Private, Public, and Hybrid).
Cloud technologies certification (GCP and/or Azure).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured portfolio demonstrating a strong track record in software or quality assurance engineering, with a focus on telecommunications technologies.
Case studies showcasing complex customer issues resolved, with detailed explanations of troubleshooting processes and solutions implemented.
Evidence of successful collaboration with partners and customers, with a focus on minimizing the impact of defects on end-users.

Technical Documentation:

Detailed documentation of troubleshooting processes, including step-by-step guides, screenshots, and any relevant code snippets.
Evidence of participation in agile methodologies, with a focus on continuous improvement and knowledge sharing.
Documentation of any relevant certifications, such as ITIL or cloud technologies.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €45,000 and €65,000 per year, based on market research and regional adjustments for the telecommunications industry in Greece. Mitel offers competitive compensation packages, including benefits such as health insurance, retirement plans, and employee assistance programs.

Benefits:

Health insurance and retirement plans.
Employee assistance programs.
Competitive compensation packages.
Opportunities for professional development and career growth within a global organization.

Working Hours: The standard working hours for this role are 40 hours per week, with the flexibility to work out-of-hours as required to resolve critical escalations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mitel operates in the telecommunications industry, with a focus on unified communications and collaboration solutions. This role will involve working with a global team of technical support engineers, with a strong emphasis on customer satisfaction and continuous improvement.

Company Size: Mitel is a mid-sized organization, with a global presence and a strong focus on innovation and customer success. This size allows for opportunities for career growth and professional development within the organization.

Founded: Mitel was founded in 1972 and has since grown to become a leading provider of unified communications and collaboration solutions, with a strong focus on innovation and customer success.

Team Structure:

The global product support team consists of technical support engineers, with a focus on incident and problem resolution.
The team works closely with Partner Technical Support Teams, Design Authorities, and Business Partners to ensure excellence in service and improve product quality.
The team is structured to support a global customer base, with a strong emphasis on collaboration and knowledge sharing.

Development Methodology:

Mitel follows agile methodologies for software development, with a focus on continuous improvement and customer satisfaction.
The global product support team uses a ticket-based system for incident and problem resolution, with a focus on minimizing the impact of defects on end-users.
The team works closely with other departments, such as product development and quality assurance, to ensure that customer feedback is incorporated into the development process.

Company Website: https://www.mitel.com/

📝 Enhancement Note: Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for the organization, for its customers, and for its future. Mitel values different perspectives, skills, and experiences and welcomes applications from all sections of the community.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, with a focus on leading the global product support team and driving continuous improvement in customer satisfaction and product quality.

Reporting Structure: The Lead Technical Support Engineer reports directly to the Director of Global Product Support and works closely with Partner Technical Support Teams, Design Authorities, and Business Partners.

Technical Impact: This role has a significant impact on customer satisfaction and product quality, with a focus on incident and problem resolution, troubleshooting, and minimizing the impact of defects on end-users.

Growth Opportunities:

Technical Leadership: Opportunities for technical leadership and mentoring within the global product support team.
Career Progression: Opportunities for career progression within the organization, with a focus on driving continuous improvement in customer satisfaction and product quality.
Professional Development: Opportunities for professional development, including training and certification programs, to enhance technical skills and knowledge.

📝 Enhancement Note: This role offers significant opportunities for career growth and professional development within a global organization. The ideal candidate will have a strong technical background in telecommunications, with a proven track record in software or quality assurance engineering, and a passion for driving continuous improvement in customer satisfaction and product quality.

🌐 Work Environment

Office Type: Mitel's office environment is collaborative and dynamic, with a strong focus on customer satisfaction and continuous improvement. The hybrid working arrangement allows for flexibility and work-life balance.

Office Location(s): The primary office location for this role is Greece, with the flexibility to work remotely as required.

Workspace Context:

Collaborative Environment: The global product support team works closely together, with a strong emphasis on collaboration and knowledge sharing.
Technical Tools: The team uses a range of technical tools, including ticket-based systems, remote access software, and collaboration platforms.
Cross-Functional Collaboration: The team works closely with other departments, such as product development and quality assurance, to ensure that customer feedback is incorporated into the development process.

Work Schedule: The standard working hours for this role are 40 hours per week, with the flexibility to work out-of-hours as required to resolve critical escalations. The hybrid working arrangement allows for flexibility and work-life balance.

📝 Enhancement Note: The hybrid working arrangement offers a flexible and balanced work environment, with the opportunity to work from home or in the office as required. This allows for a better work-life balance and the opportunity to work with a global team of technical support engineers.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone screen to assess communication skills and technical knowledge.
Technical Interview: A detailed technical interview, focusing on troubleshooting skills, incident resolution, and customer engagement.
Behavioral Interview: A behavioral interview to assess problem-solving skills, teamwork, and adaptability.
Final Interview: A final interview with the Director of Global Product Support to discuss career goals, expectations, and fit within the organization.

Portfolio Review Tips:

Highlight complex customer issues resolved, with detailed explanations of troubleshooting processes and solutions implemented.
Showcase successful collaboration with partners and customers, with a focus on minimizing the impact of defects on end-users.
Include any relevant certifications, such as ITIL or cloud technologies.

Technical Challenge Preparation:

Brush up on troubleshooting skills, with a focus on IP, VoIP, and networking technologies.
Familiarize yourself with agile methodologies and customer engagement best practices.
Prepare for behavioral interview questions, focusing on problem-solving, teamwork, and adaptability.

ATS Keywords: (Organized by category)

Programming Languages: Python, Bash, PowerShell
Web Frameworks: N/A
Server Technologies: Linux, Microsoft Windows Server, Virtualization
Databases: N/A
Tools: Ticket-based systems, remote access software, collaboration platforms
Methodologies: Agile, ITIL
Soft Skills: Customer service, communication, problem-solving, teamwork, adaptability
Industry Terms: Incident resolution, problem management, customer engagement, continuous improvement

📝 Enhancement Note: The interview process for this role is designed to assess technical skills, problem-solving abilities, and cultural fit within the organization. The ideal candidate will have a strong technical background in telecommunications, with a proven track record in software or quality assurance engineering, and a passion for driving continuous improvement in customer satisfaction and product quality.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A

Backend & Server Technologies:

Linux
Microsoft Windows Server
Virtualization

Development & DevOps Tools:

Ticket-based systems (e.g., Jira Service Management, ServiceNow)
Remote access software (e.g., TeamViewer, AnyDesk)
Collaboration platforms (e.g., Microsoft Teams, Slack)

📝 Enhancement Note: The technology stack for this role is focused on server technologies, with a strong emphasis on Linux, Microsoft Windows Server, and virtualization. The global product support team uses a range of technical tools, including ticket-based systems, remote access software, and collaboration platforms, to ensure excellence in service and improve product quality.

👥 Team Culture & Values

Web Development Values:

Customer Focus: A strong commitment to customer satisfaction and continuous improvement.
Collaboration: A collaborative and dynamic team environment, with a focus on knowledge sharing and learning from one another.
Innovation: A passion for driving continuous improvement in customer satisfaction and product quality.
Integrity: A commitment to ethical and responsible business practices.

Collaboration Style:

Cross-Functional Integration: The global product support team works closely with other departments, such as product development and quality assurance, to ensure that customer feedback is incorporated into the development process.
Code Review Culture: The team follows agile methodologies, with a focus on continuous improvement and knowledge sharing.
Peer Programming: The team works closely together, with a strong emphasis on collaboration and learning from one another.

📝 Enhancement Note: Mitel's team culture is collaborative and dynamic, with a strong focus on customer satisfaction and continuous improvement. The global product support team works closely together, with a strong emphasis on collaboration and knowledge sharing, to ensure excellence in service and improve product quality.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Resolution: Troubleshooting complex customer issues and minimizing the impact of defects on end-users.
Problem Management: Identifying trends and patterns in incident and problem resolution, with a focus on continuous improvement.
Customer Engagement: Engaging with partners and customers in a professional and friendly manner, with a focus on minimizing the impact of defects on end-users.
Global Teamwork: Collaborating with a global team of technical support engineers, with a strong emphasis on knowledge sharing and learning from one another.

Learning & Development Opportunities:

Technical Training: Opportunities for technical training and certification programs, to enhance skills and knowledge in telecommunications technologies.
Conference Attendance: Opportunities to attend industry conferences and events, with a focus on learning and professional development.
Mentorship: Opportunities for mentorship and leadership development within the global product support team.

📝 Enhancement Note: This role offers significant opportunities for career growth and professional development within a global organization. The ideal candidate will have a strong technical background in telecommunications, with a proven track record in software or quality assurance engineering, and a passion for driving continuous improvement in customer satisfaction and product quality.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a complex customer issue you have resolved, and walk us through your troubleshooting process and the steps you took to identify and fix the problem.
Incident Resolution: How do you prioritize and manage incident tickets to ensure excellence in service and minimize the impact of defects on end-users?
Problem Management: How do you identify trends and patterns in incident and problem resolution, and what steps do you take to drive continuous improvement in customer satisfaction and product quality?

Company & Culture Questions:

Customer Focus: How do you ensure that customer satisfaction is at the heart of everything you do, and what steps do you take to drive continuous improvement in customer satisfaction and product quality?
Collaboration: How do you work effectively with a global team of technical support engineers, and what steps do you take to ensure knowledge sharing and learning from one another?
Innovation: How do you stay up-to-date with the latest trends and developments in telecommunications technologies, and what steps do you take to drive continuous improvement in customer satisfaction and product quality?

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies showcasing complex customer issues resolved, with detailed explanations of troubleshooting processes and solutions implemented.
Customer Engagement: Highlight successful collaboration with partners and customers, with a focus on minimizing the impact of defects on end-users.
Certifications: Include any relevant certifications, such as ITIL or cloud technologies.

📝 Enhancement Note: The interview process for this role is designed to assess technical skills, problem-solving abilities, and cultural fit within the organization. The ideal candidate will have a strong technical background in telecommunications, with a proven track record in software or quality assurance engineering, and a passion for driving continuous improvement in customer satisfaction and product quality.

📌 Application Steps

To apply for this Lead Technical Support Engineer position:

Customize Your Portfolio: Tailor your portfolio to highlight complex customer issues resolved, with detailed explanations of troubleshooting processes and solutions implemented. Include any relevant certifications, such as ITIL or cloud technologies.
Optimize Your Resume: Highlight your technical skills and experience in software or quality assurance engineering, with a focus on telecommunications technologies. Include any relevant certifications and industry-specific keywords.
Prepare for Technical Interviews: Brush up on your troubleshooting skills, with a focus on IP, VoIP, and networking technologies. Familiarize yourself with agile methodologies and customer engagement best practices. Prepare for behavioral interview questions, focusing on problem-solving, teamwork, and adaptability.
Research the Company: Familiarize yourself with Mitel's products and services, as well as their commitment to customer satisfaction and continuous improvement. Understand their global presence and team structure, and be prepared to discuss how your skills and experience align with their organizational goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and telecommunications industry-standard assumptions. All details should be verified directly with Mitel before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Insights:

This role requires a strong technical background in telecommunications, with a focus on IP, VoIP, and networking technologies.
The ideal candidate will have a proven track record in software or quality assurance engineering, with excellent customer service skills and the ability to work in a global team environment.
This role offers significant opportunities for career growth and professional development within a global organization, with a strong emphasis on driving continuous improvement in customer satisfaction and product quality.

Actionable Depth:

Provide detailed, company-specific context and tactical advice for web technology professionals, including:
- Specific troubleshooting techniques and tools for incident resolution.
- Strategies for identifying trends and patterns in incident and problem resolution, with a focus on continuous improvement.
- Best practices for customer engagement, with a focus on minimizing the impact of defects on end-users.
- Tips for working effectively with a global team of technical support engineers, with a focus on knowledge sharing and learning from one another.

Company-Specific Context:

Mitel is a leading provider of unified communications and collaboration solutions, with a strong focus on innovation and customer success.
The global product support team works closely with Partner Technical Support Teams, Design Authorities, and Business Partners to ensure excellence in service and improve product quality.
Mitel is committed to achieving workforce diversity and creating an inclusive working environment, with a strong emphasis on customer satisfaction and continuous improvement.

Industry-Specific Context:

The telecommunications industry is dynamic and fast-paced, with a strong emphasis on customer satisfaction and continuous improvement.
The global product support team works closely with other departments, such as product development and quality assurance, to ensure that customer feedback is incorporated into the development process.
The ideal candidate will have a strong technical background in telecommunications, with a proven track record in software or quality assurance engineering, and a passion for driving continuous improvement in customer satisfaction and product quality.

Lead Technical Support Engineer