Senior AI & Automation Support Engineer

osapiens; Madrid; Híbrido; EUR 45.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hybrid work model

Growth opportunities

Global team collaboration

Descripción de la vacante

osapiens in Madrid is seeking a senior support engineer to tackle the toughest cases in our HUB, read logs, reason across portal, backend and integrations, and build automation to reduce repeat issues.

You will write code (TypeScript/JavaScript or Python), verify AI outputs, and communicate with engineers and customers in English. The role supports a flexible hybrid work model in Madrid with exciting growth opportunities.

Formación

• A degree in computer science, engineering or a related technical field and several years in technical support or related roles.
• Hands-on coding ability with TypeScript/JavaScript or Python, plus REST and GraphQL APIs, SQL-like querying and Git.
• Experience with AI/LLMs in real work and ability to validate outputs against logs and data.
• Ability to read a React frontend and a Node.js backend to locate issues.
• Comfortable communicating with customers in English; Spanish or German is a plus.

Responsabilidades

• Resolve the most difficult, cross-tier support cases across the osapiens HUB with root-cause analysis.
• Analyze ticket data, chatbot logs and help-center searches to identify recurring questions and gaps.
• Design and implement resolution logic, including AI-assisted answers and safe auto-resolution where possible.
• Turn resolved tickets into knowledge-base articles and improve documentation.
• Implement escalation rules for incidents and measure automation performance metrics.
• Own metrics like deflection rate, auto-resolution rate, and agent handling time.

Conocimientos

TypeScript

JavaScript

Python

REST APIs

GraphQL

SQL queries

Git

React

Node.js

English communication

Educación

CS/Engineering degree

Herramientas

Freshdesk

Document360

Monitoring tools

Descripción del empleo

osapiens in Madrid is seeking a senior support engineer to tackle the toughest cases in our HUB, read logs, reason across portal, backend and integrations, and build automation to reduce repeat issues.

You will write code (TypeScript/JavaScript or Python), verify AI outputs, and communicate with engineers and customers in English. The role supports a flexible hybrid work model in Madrid with exciting growth opportunities.