Technical Support Engineer
Department: Business Partner Transparency Delivery
Employment Type: Permanent
Location: Madrid
Description
As a Technical Support Engineer, you will be the first point of contact for customer queries regarding our mission-critical B2B SaaS platform. Your role will be to ensure smooth issue resolution by analyzing, troubleshooting, and coordinating technical solutions with internal teams. Through your expertise, you will help our customers maximize the value of our platform and automation solutions. We foster a collaborative environment where continuous improvement is key, and we value proactive communication, ownership, and teamwork. We work together in the office at least three days per week to encourage collaboration and knowledge sharing.
Your Responsibilities
- Own customer issues end to end across the support portal and direct channels — triage, reproduce, resolve, communicate.
- Read and debug JavaScript, TypeScript, and Java well enough to localize bugs and brief Engineering precisely.
- Run real investigations — logs, network traces, app state — not just runbook-following.
- Use AI tooling daily for triage, log analysis, draft replies, knowledge base authoring. We expect you to push the frontier here, not wait for it.
- Be the structured voice of the customer inside the building — pattern-spot recurring issues, file the right tickets, kill them at the root with Product/Engineering.
- Author and maintain internal and customer-facing knowledge base content that scales the team beyond yourself.
- Escalate without losing ownership — the customer hears from you, not from a chain of handoffs.
Your Experience
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1–3 years in Technical / Application / SaaS Support — you've debugged real production issues, not just routed tickets.
- You read JS/TS comfortably and Java well enough to follow a stack trace. Source code doesn't scare you.
- Strong analytical reflex — "what is the system actually doing right now" is your default question.
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AI tools are already in your workflow, not a curiosity. You'd be annoyed if they weren't.
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Commitment, accountability, flexibility — outcomes over hours. You own the resolution, even when it spans three teams.
- Customer-first communication — fluent English; German or Spanish a strong plus.
- Familiarity with Jira Service Management, Freshdesk, Azure DevOps or similar — nice to have, not required.
Join us for this and more...
- A purpose-driven mission with and for global industry pioneers tackling complex challenges.
- Room for creativity through collaborative teamwork and an open communication culture.
- Flexible hybrid work model supporting both productivity and team collaboration.
- Opportunities for professional and personal growth in an international environment.
- Team events and knowledge-sharing sessions
- Inspiring workspaces in Madrid and beyond.
