Senior Support Engineer – AI & AutomationFull time on site position offers great opportunities for career growth. Why this role existsAbout 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.
Your ExperienceA degree in

📌 Senior Support Engineer (Madrid)
🏢 osapiens
📍 Madrid