B2B SaaS Support Engineer — Hybrid Madrid, Growth-Focused

osapiens; Madrid; Híbrido; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

osapiens is seeking a Technical Support Engineer in Madrid to be the first point of contact for customer queries regarding our B2B SaaS platform. You will analyze issues, troubleshoot, and coordinate solutions with internal teams to ensure quick, effective resolutions.

We foster a collaborative environment emphasizing ownership, proactive communication, and teamwork. The role supports a hybrid model with in-office days to boost collaboration and knowledge sharing.

Formación

• 1–3 years of experience in Technical Support, Application Support, SaaS Support, or similar.
• Experience working in a SaaS environment.
• Strong troubleshooting and analytical skills across systems.

Responsabilidades

• Independently manage and evaluate customer inquiries through the support portal and channels.
• Analyze technical issues, reproduce bugs, and investigate application behavior to identify solutions.
• Perform basic code analysis and troubleshooting in JavaScript, TypeScript, and Java.
• Coordinate issue resolution with Product, Engineering, Customer Success and other stakeholders.
• Provide professional, timely, and empathetic communication to customers about status and next steps.
• Identify recurring issues and contribute to improvements in processes and documentation.
• Create and maintain knowledge base articles and troubleshooting docs.
• Escalate complex issues while owning the resolution.

Conocimientos

Troubleshooting

Analytical thinking

Communication skills

English fluency

Independent work

Herramientas

Jira Service Management

Freshdesk

Azure DevOps

Descripción del empleo

osapiens is seeking a Technical Support Engineer in Madrid to be the first point of contact for customer queries regarding our B2B SaaS platform. You will analyze issues, troubleshoot, and coordinate solutions with internal teams to ensure quick, effective resolutions.

We foster a collaborative environment emphasizing ownership, proactive communication, and teamwork. The role supports a hybrid model with in-office days to boost collaboration and knowledge sharing.