Support Engineer

Nonius; Madrid; Presencial; EUR 40.000 - 56.000; Jornada completa

Descripción de la vacante

Nonius is hiring a Support Engineer to provide technical service and operational support for Spain and international Spanish-speaking clients. The role combines hands-on troubleshooting with queue monitoring, SLA tracking, and clear client communication from our Madrid office.

The ideal candidate has networking experience, a background in technical support or helpdesk, and fluency in Spanish and English. Proactive AI mindset and experience with Jira, Zendesk, or ServiceNow are highly valued.

Formación

• Bachelor's Degree in Engineering or a related field.
• Fluency in Spanish and English.
• Proven experience in Technical Support, Helpdesk, or Support Engineering in B2B or hospitality-tech environments.
• Expertise with network infrastructure, hardware, or software solutions for hospitality.

Responsabilidades

• Hands-on technical troubleshooting of hardware, software, and network issues from clients, ownership to resolution.
• Monitor daily ticketing queue and ensure accurate categorization and SLA adherence.
• Provide timely, clear updates to Spanish clients and coordinate with internal helpdesk.
• Coordinate with Field Operations to schedule and follow up on on-site maintenance.
• Track and update client communications and asset details in the ticketing system.
• Assist in gathering performance data and incident summaries for key accounts.

Conocimientos

Networking experience

Ticketing tools

AI mindset

Client communication

SLA management

Educación

Bachelor's Degree in Engineering

Herramientas

Jira

Zendesk

ServiceNow

Descripción del empleo

Nonius is a leading provider of Guest Technology Solutions for the hospitality industry, serving over 500,000 hotel rooms worldwide. Our solutions include cloud and edge computing, AI, IoT, networking, and digital guest experiences, helping hotels and other industries enhance their operations and guest satisfaction. Beyond hospitality, we provide technology for healthcare, maritime, and co-living spaces, integrating with global partners like Samsung, LG, Google, and Apple to drive seamless innovation.

Job Description

We are looking for a Support Engineer with networking experience who is proactive and detail-oriented to provide exceptional technical service and operational support across Spain and Spanish groups across the world.

In this role, you will combine hands-on technical troubleshooting with daily queue monitoring, SLA tracking, and clear client communication. You will serve as a vital link between our Spanish customers, the internal helpdesk system, and field operations to ensure efficient support execution.

This is a full-time, on-site position based at our Madrid, Spain office.

Key Responsibilities

• Hands-on Technical Troubleshooting: Actively diagnose, troubleshoot, and resolve hardware, software, and network issues submitted by clients, taking ownership of tickets through to final resolution.
• SLA & Ticket Management: Monitor the daily ticketing queue to maintain accurate categorization, prioritize open issues, and ensure strict adherence to established Service Level Agreements (SLAs).
• Client Communication: Serve as a direct point of contact for Spanish clients, providing timely progress updates, clear technical explanations, and definitive issue resolutions.
• Field Coordination: Work closely with the Field Operations team and field engineers to schedule, coordinate, and follow up on on-site maintenance and support activities.
• Data Integrity: Meticulously track and update all client communications, asset details, and technical notes within the internal ticketing system.
• Operational Reporting Support: Help gather and prepare performance data and incident summaries for key corporate accounts as needed.

Must Have

• Bachelor's Degree in Engineering or a related field.
• Fluency in Spanish and English.
• Proven experience in a Technical Support, Helpdesk, or Support Engineering role, ideally within a B2B or hospitality-tech environment.
• Expertise with network infrastructure, hardware, or software solutions specific to the hospitality sector.
• Strong hands-on experience using ticketing tools (e.g., Jira, Zendesk, ServiceNow) and managing strict SLAs.
• Proactive AI mindset: A strong curiosity for AI developments with a proven ability to explore and integrate AI tools to enhance workflow efficiency and data insights.

Nice to Have

• Previous experience working directly with major hospitality brands.
• Experience coordinating activities between remote helpdesk teams and local field/on-site engineers.
• Experience working in a multinational organization.
• Proficiency in additional languages.

What's great in the job?

• Great team of smart people, in a friendly and open culture.
• Real responsibilities and autonomy.
• Expand your knowledge of various countries and regions.
• Great career opportunity in a fast-evolving Technology company.
• Contribute to the greater experience of millions of Travellers around the World!