Technical Support Engineer (Spanish)

OpenLM France; Madrid; Presencial; EUR 35.000 - 48.000; Jornada completa

Descripción de la vacante

OpenLM France is seeking a Support Engineer to handle tickets, provide expert technical support to customers and prospects, and assist with testing and documentation. The role involves liaising between customers and developers, capturing bugs, and creating user stories for requests.

You will participate in pre-sale activities, deliver demos with sales, and support deployment for trial environments. Fluent Spanish and English are required; Portuguese is optional.

Formación

• Fluent in Spanish and English (technical)
• Portuguese language is optional
• Ability to handle tickets and respond within SLA
• Provide support via tickets, live chat, and live sessions
• Capture bugs and liaise with developers and customers

Responsabilidades

• Handle, assign, and resolve tickets with timely responses per SLA
• Provide support via tickets, live chat, and live sessions
• Capture and report bugs from testing or customer reports
• Create user stories and liaise between customers and development
• Deliver demos to prospects with a sales rep and follow up as technical contact after demos
• Deploy OpenLM for Trial/PoC and assist with documentation

Conocimientos

Ticket handling

Customer support

Documentation

Pre-sale support

Testing

Descripción del empleo

General

The support Engineer is responsible for ticket handling and helping customers resolve their issues/questions/concerns, assisting with testing the OpenLM components, creating documentation, and engaging in pre-sale activities

Job Description In Detail

• Language: Spanish, English – (Fluent technical)
• Portuguese – Optional
• Ticket handling, assigning, answering, and resolving the tickets in a timely manner according to the SLA.
• Provide support for our customers and prospects via tickets, live chat, and live sessions.
• Capturing bugs either by testing or reported by customers and acting as a liaison between customers and developers.
• Replicating bugs reported by customers.
• Creating user stories for requests/enhancements sent by customers and acting as a liaison between customers and development.
• Providing professional services to our customers.
• Internal testing of newly released OpenLM components.
• Helping with creating documentation on OpenLM components.
• Helping the sales department with technical questions from prospects.
• Delivering demo sessions to prospects together with a sales representative.
• Following up as technical contact after the demo.
• Deployment of OpenLM system for Trial/PoC.
• Engaging with non-technical departments for technical queries.
• Perform webinars for online audiences.