Technical Support Engineer

TRSS; Madrid; Híbrido; EUR 109.000 - 203.000; Jornada completa

Descripción de la vacante

A global technology company seeks a Technical Support Engineer to provide expert support in a hybrid work environment. The role involves working closely with sales teams to design media technology solutions and manage an assigned client base. The ideal candidate will have over 5 years of experience, a background in media technology, and excellent client relationship skills. This position includes a flexible schedule and offers comprehensive benefits, focusing on work-life balance and career development.

Servicios

Hybrid work model

Flexible vacation

Comprehensive benefits packages

Mental health resources

Formación

• Over 5 years of experience in a relevant role.
• Experience in a sales environment, preferably in technical sales.
• Familiarity with cloud platforms like AWS, Azure, or Google Cloud.

Responsabilidades

• Act as the primary technical point of contact for assigned customers.
• Conduct regular technical reviews and proactively recommend optimizations.
• Analyze and resolve complex technical issues.

Conocimientos

Technical expertise

Client relationship management

Problem-solving

Fluent English

Knowledge of media workflows

Educación

Bachelor’s degree in computer science or related field

Herramientas

O365

Salesforce

ServiceNow

Descripción del empleo

Reuters is looking for Technical Support Engineer to be based in our office in Gdansk, Poland or Madrid, Spain.

In this role, you will serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues. The position enables seamless onboarding, solution design, technical sales support, and post-sales issue resolution for Reuters' global clientele, encompassing video, streaming, broadcast, and content delivery solutions. This role requires a comprehensive understanding of media workflows, content distribution systems, cloud-based infrastructure, and emerging industry technologies.

The ideal candidate can blend technical expertise with exceptional client relationship management skills. Our global client base requires us to focus on European time zones to ensure seamless communication and service delivery. The candidate will have a strong understanding of delivery protocols and languages such as XML, SRT, MP4, HSL, IPTC, EXIF, GraphQL, REST, HTML, SSH, JavaScript, and PHP. Experience with cloud storage and in-house VMware processes is also beneficial. Fluent English is required and while multilingual abilities in German, Russian, Arabic, Spanish, and French are welcome, the priority is on technical proficiency and client management capabilities.

About the Role

In this opportunity as Technical Support Engineer – Europe, you will:

Pre-Sales Technical Sales Engagements

• Partner with sales teams to understand customer needs and design tailored media technology solutions.
• Lead customer technical onboarding from technical discovery sessions to implementation
• Develop solution proposals and necessary technical documentation to support sales efforts.
• Work closely with product teams to align solutions with customer requirements.

Post-Sales Technical Account Management

• Act as the primary technical point of contact for assigned customers.
• Conduct regular technical reviews and proactively recommend optimizations for customer deployments.
• Manage open Incidents/Problems for assigned customers ensuring appropriate internal and customer-facing follow-ups are timely and maintained.
• Facilitate customer migrations, upgrades, and special projects in line with the latest Reuters content and delivery best practices.
• Advocate for customer needs internally, collaborating with technology, sales, and product teams to enhance service delivery.
• Monitor service performance, SLAs, and uptime metrics, ensuring compliance with contractual commitments.
• Drive customer adoption, retention, and expansion through strategic engagement and advisory services.

Incident Management & Support

• Serve as an escalation point for complex technical issues requiring 2nd-level triage.
• Analyze and resolve system integration, content processing, and platform issues.
• Work with technology and product teams to diagnose root causes and implement long-term fixes.
• Contribute knowledge base articles, runbooks, and troubleshooting guides.
• Provide hands-on support for major incidents, ensuring minimal disruption to customer workflows
• Adhere to service and operating level key performance indicators (KPIs)

About You

You’re a fit for the role Technical Support Engineer – Europe, if your background includes:

• Languages spoken: English required. German is a plus

• Bachelor’s degree in computer science, engineering, media technology, or a related field.
• Industry certifications are a plus.
• Over 5 years of experience in a relevant role.
• Experience in a sales environment, preferably in technical sales, is a plus.
• Expertise in fundamental technology and network concepts, as well as IT security best practices.
• Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows.
• Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs). Experience in service and support within the broadcast and new media industries.
• Familiarity with video standards, compression technologies, DRM, and OTT platforms.
• Ability to work with global virtual teams to deliver projects and resolutions.
• Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus.
• Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow.
• Flexible hybrid work schedules accommodate in-office and remote work, as well as travel to customers to resolve incidents and participate in technical sales functions.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For Poland, the base compensation range for this role is 109,200 PLN - 202,800 PLN. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:

• Ukrainian citizens and their family members residing in Ukraine before 24 February 2022

• Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022

• Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country