Technical Support Engineer

Key Responsibilities

• Independently manage and evaluate customer inquiries through our support portal and communication channels.
• Analyze technical issues, reproduce bugs, and investigate application behavior to identify potential solutions.
• Perform basic code analysis and troubleshooting in JavaScript, TypeScript, and Java environments.
• Coordinate issue resolution with Product, Engineering, Customer Success, and other internal stakeholders.
• Provide professional, timely, and empathetic communication to customers regarding issue status, findings, and next steps.
• Ensure high-quality customer support by proactively identifying recurring technical issues and improvement opportunities.
• Create, maintain, and improve internal and customer-facing knowledge base articles and troubleshooting documentation.
• Identify gaps in product documentation and contribute to continuous process improvement.
• Escalate complex issues when necessary while maintaining ownership and accountability throughout the resolution process.

Skills, Knowledge & Expertise

• 1–3 years of experience in Technical Support, Application Support, SaaS Support, or a similar customer-facing technical role.
• Experience working in a SaaS environment.
• Strong troubleshooting and analytical skills, including issue investigation, reproduction, and resolution across systems.
• Good knowledge of JavaScript, TypeScript, and basic Java understanding.
• Basic understanding of frontend technologies and application behavior.
• Strong technical aptitude and enthusiasm for software and automation technologies.
• Customer-first mindset with strong communication, empathy, and conflict-resolution skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Fluency in English (written and spoken). Other languages are a plus.
• Strong ownership mentality with the ability to work independently and prioritize effectively.
• Experience with ticketing platforms such as Jira Service Management, FreshDesk, Azure DevOps, or similar tools is a plus.

Benefits

• 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.