Solution Engineer

LeadDesk; Madrid; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Join LeadDesk as a pivotal member of our Customer Success team, where you will enhance product management and ensure customer satisfaction. This role involves providing technical support, optimizing client interactions, and contributing to the strategic direction of our product offerings. Enjoy a hybrid work model and be part of a diverse team dedicated to innovation and customer success.

Formación

• Fluency in Spanish and English required.
• Background in Customer Success or IT support is essential.
• Resilient personality and ability to make a strong first impression.

Responsabilidades

• Providing support for technical integrations.
• Owning technically demanding accounts.
• Consulting customers on best practices for the product.

Conocimientos

Customer-centric

Problem-solving

Communication

Technical Understanding

Collaboration

Herramientas

Jira

Confluence

Zendesk

Descripción del empleo

Ready to share our passion for customer support?

Nice to meet you! I’m Shweta, a Talent Acquisition Partner at LeadDesk. Together with Manager Juan Gallego, Sales Director SME, we’re strengthening our Spain team in Madrid Location.

What’s in it for you (example - change to fit the role)

• This is a pivotal role that will significantly influence the strategic direction of LeadDesk’s product offerings. You will play a key role in delivering complex products more systematically, faster, and with greater impact.
• You'll be at the forefront of product development, working closely with cross-functional teams to ensure alignment with our strategic vision.
• Opportunity to enhance your product management skills and advance your career in a dynamic and fast-paced environment.
• Flexible office hours and a hybrid work model: Enjoy a mix of remote and onsite work (3 days a week) at our Madrid office.
• Join a publicly listed SaaS company that develops its own technology and is committed to innovation.
• Experience a truly international work environment, collaborating with talented colleagues from 27 nationalities across 8 countries in a multicultural and diverse setting.
  

What you’ll be responsible for

Here’s a glimpse of what you might dive into with us. Our team thrives on variety—everyone pitches in, and you’ll get hands-on experience with a broad mix of topics. We also believe in playing to your strengths, so there’s room to tailor tasks based on your interests. While some technical know-how is a plus, what really matters is that you’re people-first, curious, and ready to roll up your sleeves and learn.

• Providing dedicated support for technical integrations to reduce the workload on Account Managers and Customer Success Managers, enabling them to focus on strategic client initiatives.
• Taking ownership of technically demanding accounts to ensure efficient support, reducing reliance on non-specialized resources and enabling faster response times across the team.
• Supporting the sales team in managing prospects with integration or development needs, enabling us to close complex deals and expand into new industries beyond the energy sector.
• Developing in-depth technical knowledge of LeadDesk’s product.
• Delivering smooth and successful onboarding for your customers
• Consulting them on the best practices for our product.
• Offering additional services to improve customer experience (e.g., developers’ time).
• Communicating customer feedback to the relevant LeadDesk teams.

Additional tasks/ responsibilities:

• Increasing Conversion & Client Retention.
• Optimizing of Technical Communication.

What success looks like in this role in the first 6-12 months:

• You act as a trusted advisor for your customer base. As someone who nurtures and develops relationships with your clients, you know them like the palm of your hand.
• You ensure your customers succeed by making the most of our product. You keep your finger on their pulse by understanding their needs and identifying new service offerings.
• You’re the connecting link between your customers and your LeadDesk colleagues (e.g., developers). You’re equally great at translating customer to tech and tech to customer.

This is where the match happens

Must-haves

• Background in at least one of the following areas: Customer Success, IT support, Project Management, and Solution Sales.
• Solid technical understanding tools like Jira, Confluence, Zendesk.
• Customer-centric way of working. Your clients’ success is your success.
• Resilient personality with a dose of honest positivity. You don’t avoid difficult conversations yet know how to remain upbeat.
• Ability to make a great first impression and swiftly win your customers’ trust.
• Top-notch communication and problem-solving skills.
• Readinenss to take the next step in your career (prepare for much responsibility early on!).
• Fluency/ Native in both Spanish (this is the language for customer communication) and English (this is our internal language)

Nice-to-haves

• Working knowledge of tech vocabulary.
• Ability to explain a concept in various levels of difficulty.
• Previous experience in working as a part of a cross-functional team.

Practicalities (example, change as agreed)

• Your location: Madrid area
• Work permit in Spain
• Start date: As soon as possible
• Work model: Hybrid
• Working hours: flexible
• Employment: Full-time and permanent

What’s next

We can’t wait to meet you! Apply today or latest by 15th July.

For more information, please reach out to Shweta from the Talent team by email: ext-shweta.malhotra(at) leaddesk.com.

LeadDesk briefly

At LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1. #LikeALeader

We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we're committed to providing equal opportunity for all employees and applicants.