Technical Support Engineer

Department: Customer Support

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
- 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.

Your Experience
- 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 tr

📌 Technical Support Engineer (Madrid)
🏢 osapiens
📍 Madrid