Technical Support Engineer

Thomson Reuters; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A global information provider is seeking a Technical Support Engineer for its Madrid office. This role involves guiding clients through technical sales, onboarding, and providing support for complex issues. The ideal candidate will have over 5 years of experience in technical roles, familiarity with media technology solutions, and excellent client management skills. A bachelor's degree in a relevant field is required. The position offers a hybrid work model and industry-competitive benefits.

Servicios

Flexible hybrid work model

Career development programs

Comprehensive benefit plans

Formación

• Over 5 years experience in a relevant role.
• Experience in technical sales is a plus.
• Familiarity with service management processes required.

Responsabilidades

• Guide customers through pre-sales technical consultations.
• Act as the primary technical point of contact for customers.
• Provide hands-on support for major incidents.

Conocimientos

Technical support

Client relationship management

Cloud platforms (AWS, Azure, Google Cloud)

Media technology solutions

HTML

JavaScript

Networking concepts

IT security best practices

Educación

Bachelor’s degree in computer science, engineering, media technology or related field

Herramientas

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 and 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

• 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.

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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.

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.

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