Hotline Support

Dahua Technology Iberia; Alcobendas; On-site; EUR 32,000 - 46,000; Full time

Job summary

Dahua Technology Iberia in Alcobendas, Madrid, seeks a technically skilled support specialist to troubleshoot product issues, provide timely solutions, and act as a bridge between customers, local teams, and Dahua HQ. The role spans on-site and remote support to ensure customer success.

You will coordinate with Dahua HQ, conduct product testing, document demonstrations, and assist with third-party integrations using ONVIF, SDKs, and APIs.

Qualifications

• At least 3 years of relevant professional experience in technical support.
• Bachelor's degree or equivalent in a related field.
• Fluency in English and Spanish required.

Responsibilities

• Respond to customers' technical issues on-site and remotely via helpdesk, hotline, and email.
• Coordinate resources and ensure effective resolution of problems.
• Support project delivery and handle complex technical issues.
• Assist with third-party integrations and communicate feedback to HQ.

Skills

Technical support

Fluent English

Fluent Spanish

Education

Bachelor's degree in Telecommunications/IT/CS/Engineering

Tools

ONVIF

SDKs

APIs

Job description

The ideal candidate will be responsible for providing technical support, troubleshooting product-related issues, and ensuring timely and effective solutions for our customers. Working closely with the Dahua Iberia team in Alcobendas (Madrid) and reporting to the international Hotline team, you will act as a key link between customers, internal teams, and Dahua HQ.

Responsibilities

• Technical Support: Respond to customers' technical issues in a timely manner, both on-site and remotely, via helpdesk, hotline, and email. Coordinate internal and external resources, provide continuous follow-up, and ensure effective resolution.
• Project Delivery and Issue Resolution: Support project delivery, coordinate requirements with customers and internal teams, and handle complex technical issues.
• Product Testing and Validation: Conduct product testing, record hands-on product demonstration videos, and participate in new product reviews.
• Third-Party Integration Support: Support integrations with third-party platforms and systems using ONVIF, SDKs, APIs, and other interfaces. Work closely with Dahua HQ to validate integration requirements, conduct tests, gather customer requirements, and communicate technical feedback and information to HQ.

Qualifications

• At least 3 years of relevant professional experience in technical support, preferably within the security, electronics manufacturing, networking, or telecommunications industries.
• Bachelor's degree or equivalent in Telecommunications, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, Networking, or a related field.
• Fluency in both English and Spanish is required.
• Programming skills are not required.