Incident Support Specialist

Element Logic®; Barcelona; Híbrido; EUR 30.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Madrid or Barcelona offices

Health insurance

Skills development plans

Descripción de la vacante

Element Logic is seeking an Incident Support Specialist to join our Customer Success Support team in Spain. You’ll be the local software support expert, collaborating with teams across Norway, Sweden, Denmark and Germany to keep customers’ operations running smoothly.

In this role you’ll handle first-line incidents, learn our eOperator and eController platforms, and progress to second-line support with root-cause analysis, integrations, and system optimization.

Formación

• Experience in technical support or a similar IT role.
• An IT-related education or equivalent practical experience.
• Experience with SQL databases and queries.
• Experience with system integrations.
• Programming knowledge, preferably .NET/C#, is an advantage.
• Fluency in Spanish and English.

Responsabilidades

• Resolve incidents affecting customers’ warehouse operations.
• Investigate root causes and deliver long‑term solutions.
• Support and troubleshoot our software solutions, including eOperator and eController.
• Analyse SQL databases and investigate integrations between systems.
• Identify opportunities to improve system performance and stability.
• Create documentation, FAQs, and training material that strengthen knowledge sharing.
• Work closely with consultants, developers, and Customer Success teams across Europe.
• Participate in major incident response and escalation activities.

Conocimientos

SQL databases

.NET/C# knowledge

Analytical thinking

Customer communication

Technical support

Educación

IT-related education or equivalent experience

Herramientas

eOperator

eController

Descripción del empleo

At Element Logic, we develop software that powers some of Europe's most advanced automated warehouses. When our customers experience critical issues, our Support team is there to solve complex problems, restore operations, and continuously improve system performance.

We're now looking for an Incident Support Specialist to join our Customer Success Support team in Spain. You'll become our local software support specialist while working closely with experienced colleagues across Norway, Sweden, Denmark, and Germany. Although you're based in Spain, you'll be part of an international team that collaborates daily to support customers across Europe.

This isn't a traditional helpdesk role. We're looking for someone who enjoys technical problem-solving, understands how business‑critical systems work, and takes ownership when customers need expert support. The role starts with first‑line incident support while you learn our software solutions. As your knowledge grows, you'll transition into second‑line support with greater responsibility for advanced troubleshooting, root cause analysis, integrations, and system optimization.

What You’ll Do

• Resolve incidents affecting customers’ warehouse operations.
• Investigate root causes and deliver long‑term solutions—not just quick fixes.
• Support and troubleshoot our software solutions, including eOperator and eController.
• Analyse SQL databases and investigate integrations between systems.
• Identify opportunities to improve system performance and stability.
• Create documentation, FAQs, and training material that strengthen knowledge sharing.
• Work closely with consultants, developers, and Customer Success teams across Europe.
• Participate in major incident response and escalation activities.

Who We’re Looking For

We’re looking for someone who combines technical curiosity with professional maturity. You enjoy understanding how software, databases, and integrations work, but you’re just as comfortable working directly with customers and taking ownership when critical incidents occur. You’re confident, analytical, and motivated by solving complex technical problems. Rather than applying quick fixes, you enjoy investigating root causes, finding lasting solutions, and continuously improving the way systems perform.

You Likely Have

• Experience in technical support, application support, or a similar IT role.
• An IT‑related education or equivalent practical experience.
• Experience working with SQL databases and queries.
• Experience with system integrations.
• Programming knowledge, preferably .NET/C#, is an advantage.
• An understanding of logistics, warehouse operations, or business processes is beneficial.
• Fluency in both Spanish and English.

To Succeed in This Role

• Analytical and naturally curious.
• Comfortable taking ownership of technical challenges.
• Calm under pressure when incidents occur.
• Structured and detail‑oriented.
• A strong communicator who can explain technical topics clearly.
• Collaborative and eager to share knowledge.
• Motivated by continuous learning and improvement.

What Does Element Logic Offer?

• A Great Place to Work® – certified company, recognized for our culture and employee experience.
• A fast‑growing business unit with 400% growth in two years.
• Work‑life balance and flexibility through a hybrid work model.
• The option to work in our Madrid or Barcelona offices – you can choose where you work.
• Individual skills development plans.
• Market‑competitive salaries, benefits, and health insurance.

Place of Work

Madrid or Barcelona

Start Date

To be agreed upon

Form of Contract

Permanent employment

We offer equal opportunities and welcome applicants regardless of age, race, ethnicity, gender identity and expression, sexual orientation, language, national origin, mental and physical abilities, religious and political affiliations, stage of life, or family circumstances. We desire a work environment where people flourish with their unique abilities, perspectives, and life experiences.