Sr Technical Support Engineer (VTS)Applyremote type: Hybridlocations: Barcelona, Spain: Santander, Spaintime type: Full timeposted on: Posted Todayjob requisition id: R-It's fun to work in a company where people truly BELIEVE in what they're doing
Job Description:We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers.
In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement.
You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.Essential Responsibilities Of Your Role:* Responding to complex inbound Technical service requests over the phone and email per day directly with customers.
* Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
* Reproduce issues, conduct root cause analysis,



and work closely with engineering on bug fixes and feature requests* Create and maintain internal runbooks, FAQs, and technical documentation* Lead incident response or participate in on-call rotation for critical issues* Identify support trends and partner with Product & Engineering on long-term solutions* Accurately and efficiently log all issues and status updates in our internal tracking system.
* Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
* Supporting multiple cloud and hardware solutions* Contributing to the development of service desk processes and procedures.
* Interacts closely with various departments and vendors to provide timely resolution on issues.
* Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Plat

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