Solution Engineer

JR Spain; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Una empresa SaaS busca un especialista en gestión de producto para su equipo en Madrid. Su rol implicará dar soporte técnico, optimizar la comunicación con los clientes y asegurar el éxito de la implementación de productos. Se requiere experiencia en atención al cliente, una actitud positiva y fluidez en español e inglés. Ofrecemos un entorno internacional, horarios flexibles y un modelo de trabajo híbrido como parte del equipo para impulsar el crecimiento y la innovación.

Servicios

Modelo de trabajo flexible

Oportunidades de desarrollo profesional

Formación

• Experiencia en Customer Success, soporte técnico o gestión de proyectos.
• Fluidez en español e inglés.
• Habilidades de comunicación y resolución de problemas destacadas.

Responsabilidades

• Proporcionar soporte técnico para integraciones.
• Administrar cuentas técnicas y asegurar la eficiente reducción de carga en el equipo.
• Colaborar con el equipo de ventas y clientes para cerrar acuerdos complejos.

Conocimientos

Comunicación efectiva

Orientación al cliente

Resolución de problemas

Educación

Experiencia en Customer Success o IT

Herramientas

Jira

Confluence

Zendesk

Descripción del empleo

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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

• 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.

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.
• Readiness 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

• 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

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 walk...