Senior Support Engineer – Ops & Automation Champion

Instaleap LLC; Barcelona; Presencial; EUR 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Team activities

Permanent contract under Spain labor法

Descripción de la vacante

Instaleap LLC is seeking a Senior Support Engineer in Barcelona to deliver outstanding technical support to customers and internal teams. You will troubleshoot complex issues, become a product expert, and collaborate across Engineering, Product, and Customer Success to drive improvements and automation.

The role emphasizes mentoring peers, resolving issues efficiently, and maintaining high SLA performance while scaling support operations in a fast-paced SaaS environment.

Formación

• 4+ years of experience in Technical or Software Support.
• Experience in SaaS or technology environments.
• Experience working in Agile teams.
• Intermediate SQL skills.
• Knowledge of APIs and basic programming or scripting.
• Experience driving process improvements or automation initiatives.
• Strong problem-solving and analytical skills.
• Excellent communication skills with technical and non-technical audiences.

Responsabilidades

• Provide outstanding technical support to internal and external customers.
• Troubleshoot and resolve complex technical issues, becoming a product expert.
• Collaborate with Engineering, Product, and Customer Success to solve customer challenges.
• Identify, propose, and lead process improvements and automation initiatives.
• Ensure SLA compliance while prioritizing support cases based on impact.
• Document solutions and contribute to the team's knowledge base.
• Mentor teammates and act as an escalation point for complex cases.
• Drive continuous improvements to elevate the quality and efficiency of the Support team.

Conocimientos

SQL

APIs

Scripting

Automation

Agile

Customer service

Communication

Descripción del empleo

Instaleap LLC is seeking a Senior Support Engineer in Barcelona to deliver outstanding technical support to customers and internal teams. You will troubleshoot complex issues, become a product expert, and collaborate across Engineering, Product, and Customer Success to drive improvements and automation.

The role emphasizes mentoring peers, resolving issues efficiently, and maintaining high SLA performance while scaling support operations in a fast-paced SaaS environment.