Senior Support Engineer – AI & AutomationDepartment: Customer Support

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Employment Type: Permanent
Location: Madrid
DescriptionWhy this role existsAbout 28,000 support tickets reach us every year. A large share of them are questions we have answered before, in a ticket, an onboarding call or a help-center article that the customer did not find. We want those tickets to stop arriving, and the ones that do arrive to be resolved faster, by an agent who gets the right answer suggested or by no agent at all. 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.




Your Responsibilities
- Resolve at the third level. 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.
- Find the patterns. Analyse Freshdesk ticket data, chatbot logs and help‑center 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.
- Close the documentation loop. Turn resolved tickets into help‑center art

📌 Senior Support Engineer – AI (Madrid)
🏢 osapiens
📍 Madrid