Technical Support Engineer

Happyrobot Inc.; Madrid; Presencial; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

HappyRobot is seeking a Technical Support Associate to assist customers and internal teams. You will troubleshoot issues, ensure smooth product usage, and work with engineering to resolve complex problems.

You will also help maintain and improve support documentation to enhance the customer experience. The role requires solid communication skills, one year of technical experience, and a proactive, customer-focused mindset.

Formación

• 1+ years of experience in a technical role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Experience documenting solutions, writing user guides, or contributing to knowledge bases.
• Familiarity with ticketing systems and customer support tools.
• Ability to explain technical concepts to non-technical users.
• Proactive and customer-focused mindset.

Responsabilidades

• Provide first-line technical support.
• Diagnose and troubleshoot software, hardware, and system issues.
• Guide customers through product setup, configuration, and best practices.
• Escalate complex technical issues to the engineering team while ensuring timely resolution.
• Maintain detailed records of customer interactions and solutions in the support system.
• Create, update, and improve technical documentation, FAQs, and knowledge base articles.
• Identify recurring issues and suggest product improvements.
• Collaborate with cross-functional teams to enhance customer experience.

Conocimientos

Technical troubleshooting

Documentation

Customer communication

Ticketing systems

Problem solving

Descripción del empleo

About HappyRobot

HappyRobot is the infrastructure for enterprises to build and orchestrate AI workforces. Our AI workers don’t just communicate - they make decisions, take action, and run operations autonomously across voice, email, and enterprise systems. Born in Y Combinator (S23) and backed by a16z and Base10 with over $60M raised, we power critical operations for global enterprises worldwide.

Our platform is battle-tested in the most demanding environments - where AI has real consequences. We started in logistics, built our own voice stack, models, and orchestration layer from the ground up, and are now bringing that infrastructure to every enterprise that runs the real economy. Learn more about our vision in our manifesto.

Role Overview

We are looking for a Technical Support Associate to provide top-tier assistance to our customers and internal teams. You’ll troubleshoot technical issues, ensure smooth product usage, and collaborate with engineering to resolve complex problems. Additionally, you’ll play a key role in maintaining and improving our support documentation to enhance the customer experience.

What You’ll Do

• Provide first-line technical support.

• Diagnose and troubleshoot software, hardware, and system issues.

• Guide customers through product setup, configuration, and best practices.

• Escalate complex technical issues to the engineering team while ensuring timely resolution.

• Maintain detailed records of customer interactions and solutions in the support system.

• Create, update, and improve technical documentation, FAQs, and knowledge base articles.

• Identify recurring issues and suggest product improvements.

• Collaborate with cross-functional teams to enhance customer experience.

Must Have

• 1+ years of experience in a technical role.

• Strong troubleshooting and problem-solving skills.

• Excellent communication skills, both written and verbal.

• Experience documenting solutions, writing user guides, or contributing to knowledge bases.

• Familiarity with ticketing systems and customer support tools.

• Ability to explain technical concepts to non-technical users.

• Proactive and customer-focused mindset.

Why join us?

• Opportunity to work at a high-growth AI startup, backed by top investors.

• Fast Growth - Backed by a16z and YC, on track for double-digit ARR.

• Ownership & Autonomy - Take full ownership of projects and ship fast.

• Top-Tier Compensation - Competitive salary + equity in a high-growth startup.

• Work With the Best - Join a world-class team of engineers and builders.