Technical Support Engineer

osapiens; Madrid; Híbrido; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

osapiens is seeking a Technical Support Engineer in Madrid to be the first point of contact for customer queries regarding our B2B SaaS platform. You will analyze issues, troubleshoot, and coordinate solutions with internal teams to ensure quick, effective resolutions.

We foster a collaborative environment emphasizing ownership, proactive communication, and teamwork. The role supports a hybrid model with in-office days to boost collaboration and knowledge sharing.

Formación

• 1–3 years of experience in Technical Support, Application Support, SaaS Support, or similar.
• Experience working in a SaaS environment.
• Strong troubleshooting and analytical skills across systems.

Responsabilidades

• Independently manage and evaluate customer inquiries through the support portal and channels.
• Analyze technical issues, reproduce bugs, and investigate application behavior to identify solutions.
• Perform basic code analysis and troubleshooting in JavaScript, TypeScript, and Java.
• Coordinate issue resolution with Product, Engineering, Customer Success and other stakeholders.
• Provide professional, timely, and empathetic communication to customers about status and next steps.
• Identify recurring issues and contribute to improvements in processes and documentation.
• Create and maintain knowledge base articles and troubleshooting docs.
• Escalate complex issues while owning the resolution.

Conocimientos

Troubleshooting

Analytical thinking

Communication skills

English fluency

Independent work

Herramientas

Jira Service Management

Freshdesk

Azure DevOps

Descripción del empleo

Technical Support Engineer

Department: Customer Support

Employment Type: Permanent

Location: Madrid

Description

As a Technical Support Engineer, you will be the first point of contact for customer queries regarding our mission-critical B2B SaaS platform. Your role will be to ensure smooth issue resolution by analyzing, troubleshooting, and coordinating technical solutions with internal teams. Through your expertise, you will help our customers maximize the value of our platform and automation solutions.

We foster a collaborative environment where continuous improvement is key, and we value proactive communication, ownership, and teamwork. We work together in the office at least three days per week to encourage collaboration and knowledge sharing.

Your Responsibilities

• Independently manage and evaluate customer inquiries through our support portal and communication channels.
• Analyze technical issues, reproduce bugs, and investigate application behavior to identify potential solutions.
• Perform basic code analysis and troubleshooting in JavaScript, TypeScript, and Java environments.
• Coordinate issue resolution with Product, Engineering, Customer Success, and other internal stakeholders.
• Provide professional, timely, and empathetic communication to customers regarding issue status, findings, and next steps.
• Ensure high-quality customer support by proactively identifying recurring technical issues and improvement opportunities.
• Create, maintain, and improve internal and customer-facing knowledge base articles and troubleshooting documentation.
• Identify gaps in product documentation and contribute to continuous process improvement.
• Escalate complex issues when necessary while maintaining ownership and accountability throughout the resolution process.

Your Experience

• 1–3 years of experience in Technical Support, Application Support, SaaS Support, or a similar customer-facing technical role.
• Experience working in a SaaS environment.
• Strong troubleshooting and analytical skills, including issue investigation, reproduction, and resolution across systems.
• Good knowledge of JavaScript, TypeScript, and basic Java understanding.
• Basic understanding of frontend technologies and application behavior.
• Strong technical aptitude and enthusiasm for software and automation technologies.
• Customer-first mindset with strong communication, empathy, and conflict-resolution skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Fluency in English (written and spoken). Other languages are a plus.
• Strong ownership mentality with the ability to work independently and prioritize effectively.
• Experience with ticketing platforms such as Jira Service Management, FreshDesk, Azure DevOps, or similar tools is a plus.

Join us for this and more...

• A purpose-driven mission with and for global industry pioneers tackling complex challenges.
• Room for creativity through collaborative teamwork and an open communication culture.
• Flexible hybrid work model supporting both productivity and team collaboration.
• Opportunities for professional and personal growth in an international environment.
• Team events and knowledge-sharing sessions
• Inspiring workspaces in Madrid and beyond.