Technical Support Engineer

Jobtailor; Madrid; Presencial; EUR 23.000 - 32.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a motivated technical support specialist in Madrid to deliver first-line assistance to customers. You will diagnose issues, guide setup and configuration, and ensure best practices are followed across products.

You will escalate complex problems to the engineering team while keeping customers informed, maintain thorough records, and contribute to knowledge base articles to improve self-service support.

Formación

• 1+ years of experience in a technical role.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication.
• Experience documenting solutions 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 issues to engineering while ensuring timely resolution.
• Maintain records of customer interactions and solutions in the support system.
• Create and improve technical documentation and knowledge base articles.
• Identify recurring issues and suggest product improvements.
• Collaborate with cross-functional teams to enhance customer experience.

Conocimientos

Troubleshooting

Technical Support

Communication

Documentation

Ticketing systems

Knowledge base

Customer-focused

Descripción del empleo

Responsibilities

• 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.

Requirements

• 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.