Technical Support Agent - Fluent in English & Spanish - US Schedule

Doofinder; Madrid; Presencial; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Fridays afternoon off

International team

Snacks & monthly lunches

Arcade games at office

Descripción de la vacante

Doofinder is seeking a technically adept Customer Support Specialist to join our Madrid team. You will diagnose product and technical issues, guide customers, and collaborate with the development team to resolve escalations.

Fluent in English and Spanish, you will translate complex concepts for non-technical users, troubleshoot via logs and HTTP requests, and help customers maximize the value of our SaaS search platform. EU work permit required.

Formación

• Experience in technical customer support or a similar technical customer-facing role.
• Hands-on, resolutive approach to debugging and problem solving.
• Familiar with browser dev tools, logs and understanding HTTP requests/responses.
• Knowledge of HTML, CSS and JavaScript.
• Strong communication to explain technical topics clearly to non-technical customers.
• Able to lead calls and meetings.
• Fluent in English and Spanish; EU work permit required.
• Experience in SaaS or e-commerce environments is a plus.

Responsabilidades

• Address customer product and technical issues via ticketing system (email, calls, 1:1 meetings).
• Investigate technical incidents end-to-end: reproduce issues, inspect logs and network requests, and identify root causes.
• Ensure customers fully understand Doofinder and are guided to use the tool's full potential.
• Communicate complex technical topics in a clear and customer-friendly manner.
• Work closely with the Development team to escalate unresolved issues and follow up until resolution.
• Manage multiple priorities while maintaining a solution-oriented mindset.
• Take initiative, work independently, and contribute to team success.
• Build strong relationships with customers, acting as a trusted technical contact.
• Collect and analyze customer feedback to suggest product and support process improvements.

Conocimientos

Technical customer support

Troubleshooting

Browser dev tools

HTTP requests & logs

HTML / CSS / JavaScript

Clear communication

English & Spanish fluency

EU work permit

Herramientas

Intercom

Postman

Grafana

GitHub (issues)

Descripción del empleo

Hey there! Let us introduce ourselves!We're Doofinder, we were born to make technology accessible for companies of any size, anywhere, to grow. Since 2011, our team has developed a top search technology for websites and eCommerce, that helps online retailers increase their sales. We are agile, open, inclusive, and customer-centric. But above it all, in Doofinder people come first. We are a company with people of many different nationalities, cultures, and languages. We sell all over the world and speak the language of our customers. That makes our environment a place where we learn every day: we are enriched by the origin, culture, and personal history of very different people who have a common dream – to make powerful, affordable products and to contribute to the sustainable future of our thousands of customers.

Key Responsibilities

• Address customer product & technical issues, debug and resolve them efficiently through our ticketing system (email, calls, 1:1 meetings).
• Investigate technical incidents end-to-end: reproduce issues, inspect logs and network requests, and identify root causes.
• Ensure customers fully understand Doofinder and are guided to make the most of the tool's full potential.
• Communicate complex technical topics in a clear and customer-friendly manner.
• Work closely with the Development team to **escalate** unresolved issues and follow up until resolution.
• Manage multiple priorities while maintaining a solution-oriented mindset.
• Take initiative, work independently, and contribute to team success.
• Build strong relationships with customers, acting as a trusted technical point of contact.
• Collect and analyze customer feedback to suggest improvements to the product and support process.

Required Skills And Experience

• Experience in technical customer support, technical account management, or a similar technical customer-facing role.
• Solid problem-solving mindset with a hands-on, resolutive approach to debugging.
• Comfortable using browser dev tools, reading logs, and understanding HTTP requests/responses.
• Knowledge of HTML, CSS and JavaScript.
• Strong communication skills to explain technical concepts clearly to non-technical customers.
• Comfortable leading calls and meetings.
• Fluent in English and Spanish (required).
• EU work permit is a must.

Nice to Have

• Experience in SaaS or e-commerce environments.
• Familiarity with GitHub (opening and tracking issues).
• Familiarity with Intercom or similar customer engagement/ticketing platforms.
• Familiarity with Postman and Grafana.

Languages

• Fluent in English and Spanish

What could you expect from Doofinder?

Real stability with a permanent contract (Indefinido) in an innovative and rapid growth company with a future project on e-commerce industry. Competitive salary. Career plans and professional development. The most innovative and unique technology & tools. International environment with over 33 different nationalities. 22 days of Annual Leave (plus 24-31 December as discretionary days).

Flexible Compensation System For Benefits

• Doofinder compensates referrals - you could benefit from referring new professionals, colleagues & friends.
• Real Work work-life balance - flexibility with Friday's afternoon Off
• Fruit, snacks & monthly lunch, and weekly news at the office
• Communities & activities Outdoors: ping-pong, football, golf, chess, etc.
• Green environment and open spaces in a very cool and modern office.
• Needing some disconnection from work? Please, go and play some arcade games at our office!
• After-hours chats, role plays, interactions, and much more!