Technical Support Engineer

Criteo; Barcelona; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

A leading technology firm in Barcelona is looking for a Level-2 Product Support Engineer. This role involves resolving complex product issues and collaborating with support teams to enhance the Commerce Growth platform. Ideal candidates have 3+ years of experience and proficiencies in HTML, JavaScript, and REST APIs. Excellent communication skills and an adaptable mindset are essential. Join our dynamic team to make a significant impact in a fast-paced environment.

Formación

• 3+ years of experience in technology, consulting, or an operational role.
• Experience in diagnosing and solving complex technical issues.
• Adaptable to a rapidly changing environment and a proactive self-learner.

Responsabilidades

• Serve as point of escalation for technical issues raised by L1 support teams.
• Address and resolve complex customer inquiries regarding product functionality.
• Collaborate with Level-1 support to understand the context and history of each issue.
• Contribute to internal knowledge base, including FAQs and troubleshooting guides.

Conocimientos

HTML

JavaScript

REST APIs

SQL

Networking technologies

Python

Data visualization

Excellent communication skills in English

Educación

B.S. or M.S. in Computer Science or related field

Herramientas

JIRA

Descripción del empleo

What You'll Do :

The Product Support Engineering team plays a critical role in ensuring the stability and reliability of Criteo’s Commerce Growth platform. We partner closely with internal support teams to resolve complex product issues, and act as a key connection point between Support, Product, and Engineering.

As a Level-2 Product Support Engineer, you'll act as the bridge between Level-1 support teams (Customer Support and Field Engineering teams) and Criteo’s Engineering and Product teams. You will own complex investigations, resolve escalations, and contribute to continuous improvements in product quality and support processes.

Responsibilities :

• Serve as point of escalation for technical issues raised by L1 support teams related to the Commerce Growth solution.
• Address and resolve complex customer inquiries regarding product functionality, technical issues, and suspected bugs.
• Collaborate with Level-1 support to fully understand the context and history of each issue.
• Utilize in-depth product knowledge to effectively diagnose and troubleshoot problems.
• Provide workarounds or permanent solutions or escalate unresolved issues to Level-3 or specialized teams as necessary.
• Contribute to internal knowledge base, including FAQs, troubleshooting guides, and support best practices.
• Empower Level-1 support by coaching and sharing expertise and up-to-date information to promote self-service.
• Stay informed about product enhancements, new features, recurring issues, and bug fixes.
• Collaborate with Engineering and Product to provide feedback on recurring issues and influence product improvements.
• Engage in cross-functional training sessions to refine your own skills.
• Lead cross-functional projects aimed at optimizing and enhancing support workflows, tools, and procedures.

Who You Are :

3+ years of experience in technology, consulting, or an operational role.

B.S. or M.S. in Computer Science, or a related field, or equivalent experience.

Proficiency in HTML, JavaScript, and REST APIs.

Experience in diagnosing and solving complex technical issues.

Experience in JIRA or equivalent ticketing systems.

Excellent communication skills in English, both oral and written.

Experience in an international and cross-functional working environment.

Strong ownership mindset and ability to manage multiple concurrent investigations

Adaptable to a rapidly changing environment and a proactive self-learner.

Additional technical skills in web, database (SQL), networking technologies, Python and data visualization are a plus