Own customer issues end to end across the support portal and direct channels — triage, reproduce, resolve, communicate.
Read and debug JavaScript, TypeScript, and Java well enough to localize bugs and brief Engineering precisely.
Run real investigations — logs, network traces, app state — not just runbook-following.
Use AI tooling daily for triage, log analysis, draft replies, knowledge base authoring. We expect you to push the frontier here, not wait for it.
Be the structured voice of the customer inside the building — pattern-spot recurring issues, file the right tickets, kill them at the root with Product/Engineering.
Author and maintain internal and customer-facing knowledge base content that scales the team beyond yourself.
Escalate without losing ownership — the customer hears from you, not from a chain of handoffs.

1–3 years in Technical / Application / SaaS Support — you've debugged real production issues, not just routed tickets.
You read JS/TS comfortably and Java well enough to follow a stack trace. Source code doesn't scare you.
Strong analytical reflex — "what is the system actually doing right now" is your default question.
AI tools are already in your workflow, not a curiosity. You'd be annoyed if they weren't.
Commitment, accountability, flexibility — outcomes over hours. You own the resolution, even when it spans three teams.
Customer-first communication — fluent English; German or Spanish a strong plus.
Familiarity with Jira Service Management, Freshdesk, Azure DevOps or similar — nice to have, not required.

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.

Technical Support Engineer

Key skills