Senior Support Engineer – AI & Automation Full time on site position offers great opportunities for career growth. About 28,000 support tickets reach us every year. This is a hands‐on engineering role inside Support: you resolve the hardest cases yourself, and you spend roughly half of your time making sure the same case never needs resolving twice. With this role we are deliberately adding seniority, technical depth and an AI‐and‐automation mindset to the Madrid team.

You will be one of the people who set that standard: how a senior engineer works, what good root‐causing looks like, and how automation is built so that colleagues can trust it. Take the difficult, cross‐tier cases across the osapiens HUB: reproduce, read logs and code, root‐cause across portal, backend and integrations, and work with Engineering on fixes and workarounds.

Analyse

Freshdesk ticket data, chatbot logs and help‐centre searches to identify clusters of recurring questions, missing documentation and misrouted tickets, and quantify what they cost us. Build the automation.

Design and implement resolution logic: entitlement and product checks at intake, answer suggestions for agents grounded in our documentation, automatic resolution where it is safe, and the guardrails that decide when it is not. You work with the platform and tooling that Customer Operations provides and extend it where Support needs more. Turn resolved tickets into help‐centre articles and academy content with our Technical Writers and Solution Experts, and make sure documentation gaps are detected systematically rather than by chance.

Implement the rules that recognise an incident early: several customers affected, production impact, no workaround, and route it to Engineering and CX leadership without waiting for someone to notice.

Own the numbers for your automations: deflection rate, auto‐resolution rate,



agent handling time, reopen rate, and be honest about what did not work. A degree in computer science, engineering or a related technical field, and several years of hands‐on work in technical support, solutions engineering, support engineering or a comparable role for a B2B software product. TypeScript/JavaScript or Python, REST and GraphQL APIs, SQL‐like querying, Git; you can read a React frontend and a Node.

Js backend well enough to find where a problem lives. You have used LLMs and AI coding assistants in real work and know how to verify what they tell you against logs, code and data. You have ideas about where AI belongs in support and where it does not, and you want to test them.

You think in systems: a ticket is a symptom, and you look for the process, the product gap or the missing article behind it. You are comfortable talking to customers in difficult moments and to engineers about root causes, in English. (Spanish or German is a plus).

Experience with Freshdesk or a comparable ticketing system, with knowledge bases (we use Document360) and with monitoring tools is welcome but not required; A purpose‐driven mission with and for global industry pioneers tackling complex challenges. Flexible hybrid work model supporting both productivity and team collaboration. osapiens develops holistic Software‐as‐a‐Service solutions that help integral companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance.

The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.

📌 Senior Support Engineer - Ai & Automation At Osapiens (Madrid)
🏢 osapiens
📍 Madrid