Bilingual Tech Support Agent (EN/ES) — Growth & Impact

Doofinder; Madrid; Presencial; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Fridays afternoon off

International team

Snacks & monthly lunches

Arcade games at office

Descripción de la vacante

Doofinder is seeking a technically adept Customer Support Specialist to join our Madrid team. You will diagnose product and technical issues, guide customers, and collaborate with the development team to resolve escalations.

Fluent in English and Spanish, you will translate complex concepts for non-technical users, troubleshoot via logs and HTTP requests, and help customers maximize the value of our SaaS search platform. EU work permit required.

Formación

• Experience in technical customer support or a similar technical customer-facing role.
• Hands-on, resolutive approach to debugging and problem solving.
• Familiar with browser dev tools, logs and understanding HTTP requests/responses.
• Knowledge of HTML, CSS and JavaScript.
• Strong communication to explain technical topics clearly to non-technical customers.
• Able to lead calls and meetings.
• Fluent in English and Spanish; EU work permit required.
• Experience in SaaS or e-commerce environments is a plus.

Responsabilidades

• Address customer product and technical issues via ticketing system (email, calls, 1:1 meetings).
• Investigate technical incidents end-to-end: reproduce issues, inspect logs and network requests, and identify root causes.
• Ensure customers fully understand Doofinder and are guided to use the tool's full potential.
• Communicate complex technical topics in a clear and customer-friendly manner.
• Work closely with the Development team to escalate unresolved issues and follow up until resolution.
• Manage multiple priorities while maintaining a solution-oriented mindset.
• Take initiative, work independently, and contribute to team success.
• Build strong relationships with customers, acting as a trusted technical contact.
• Collect and analyze customer feedback to suggest product and support process improvements.

Conocimientos

Technical customer support

Troubleshooting

Browser dev tools

HTTP requests & logs

HTML / CSS / JavaScript

Clear communication

English & Spanish fluency

EU work permit

Herramientas

Intercom

Postman

Grafana

GitHub (issues)

Descripción del empleo

Doofinder is seeking a technically adept Customer Support Specialist to join our Madrid team. You will diagnose product and technical issues, guide customers, and collaborate with the development team to resolve escalations.

Fluent in English and Spanish, you will translate complex concepts for non-technical users, troubleshoot via logs and HTTP requests, and help customers maximize the value of our SaaS search platform. EU work permit required.