Hey there! Let us introduce ourselves!We're Doofinder, we were born to make technology accessible for companies of any size, anywhere, to grow. Since 2011, our team has developed a top search technology for websites and eCommerce, that helps online retailers increase their sales. We are agile, open, inclusive, and customer-centric. But above it all, in Doofinder people come first. We are a company with people of many different nationalities, cultures, and languages. We sell all over the world and speak the language of our customers. That makes our environment a place where we learn every day: we are enriched by the origin, culture, and personal history of very different people who have a common dream – to make powerful, affordable products and to contribute to the sustainable future of our thousands of customers.

Key Responsibilities

- Address customer product & technical issues, debug and resolve them efficiently through our ticketing system (email, calls, 1:1 meetings).
- Investigate technical incidents end-to-end: reproduce issues, inspect logs and network requests, and identify root causes.
- Ensure customers fully understand Doofinder and are guided to make the most of the tool's full potential.
- Communicate complex technical topics in a clear and customer-friendly manner.
- Work closely with the Development team to **escalate** unresolved issues and follow up until resolution.
- Manage multiple priorities while maintaining a solution-oriented mindset.
- Take initiative, work independently, and contribute to team success.
- Build strong relationships with customers, acting as a trusted technical point of contact.
- Collect and analyze customer feedback to suggest improvements to the product and support process.

Required Skills And Experience

- Experience in technical customer support,



technical account management, or a similar technical customer-facing role.
- Solid problem-solving mindset with a hands-on, resolutive approach to debugging.
- Comfortable using browser dev tools, reading logs, and understanding HTTP requests/responses.
- Knowledge of HTML, CSS and JavaScript.
- Strong communication skills to explain technical concepts clearly to non-technical customers.
- Comfortable leading calls and meetings.
- Fluent in English and Spanish (required).
- EU work permit is a must.

Nice to Have

- Experience in SaaS or e-commerce environments.
- Familiarity with GitHub (opening and tracking issues).
- Familiarity with Intercom or similar customer engagement/ticketing platforms.
- Familiarity with Postman and Grafana.

Languages

- Fluent in English and Spanish

What could you expect from Doofinder?

Real stability with a permanent contract (Indefinido) in an innovative and rapid growth company with a future project on e-commerce industry. Competitive salary. Career plans and professional development. The most innovative and unique technology & tools. International environment with over 33 different nationalities. 22 days of Annual Leave (plus 24-31 December as discretionary days).

Adaptable Compensation System For Benefits

- Doofinder compensates referrals - you could benefit from referring new professionals, colleagues & friends.
- Real Work work-life balance - flexibility with Friday's afternoon Off
- Fruit, snacks & monthly lunch, and weekly news at the office
- Communities & activities Outdoors: ping-pong, football, golf, chess, etc.
- Green environment and open spaces in a very cool and modern office.
- Needing some disconnection from work? Please, go and play some arcade games at our office!
- After-hours chats, role plays, interactions, and much more!

#J-18808-Ljbffr

📌 Technical Support Agent - Fluent in English & Spanish - US Schedule (Madrid)
🏢 Doofinder
📍 Madrid