Descripción de la oferta
## Sr Technical Support Engineer (VTS)Applyremote type: Hybridlocations: Barcelona, Spain: Santander, Spaintime type: Full timeposted on: Posted Todayjob requisition id: R-116190**It's fun to work in a company where people truly BELIEVE in what they're doing!**Job Description:We are looking for a **Senior Technical Support Engineer** to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.Essential Responsibilities Of Your Role:* Responding to complex inbound Technical service requests over the phone and email per day directly with customers.* Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.* Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests* Create and maintain internal runbooks, FAQs, and technical documentation* Lead incident response or participate in on-call rotation for critical issues* Identify support trends and partner with Product & Engineering on long-term solutions* Accurately and efficiently log all issues and status updates in our internal tracking system.* Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.* Supporting multiple cloud and hardware solutions* Contributing to the development of service desk processes and procedures.* Interacts closely with various departments and vendors to provide timely resolution on issues.* Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.* Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams* Responding to complex inbound Azure and M365 Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)*/* Note: This is not a complete list of tasks.*Knowledge, Skills, and/or Abilities You Need To Have:* 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role* Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.G., Python/Shell), cloud services (AWS, Azure), or networking* Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure* Strong understanding of web technologies, integrations, or system architecture* Experience working with ticketing systems (e.G., Zendesk, Jira) and knowledge bases* Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.* Ability to prioritize user requests effectively and manage user expectations.* Ability to balance attention to detail with expeditious execution in a fast-paced environment working.* Passion for driving exceptional customer experience.* Ability to work through ambiguity and thrive in a rapidly changing business environment.* Strong analytical and problem-solving skills.* High school diploma (or equivalent) required. Secondary degree preferred.* Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL* Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP* Basic understanding or experience working on Linux environments* General understanding of technologies on Apis webservice: JSON, REST, OAuth,..* Flexibility working some weekends and later hours to help fulfill a 24x7 business* Passion for providing exemplary customer service, strong customer focus* Eager to learn new technologies* Good verbal and written professional communication, fluent in English.* Self-motivated and proactive in performing duties* Attention to detailNice to have. Exposure to:* ITIL certification* Microsoft Azure certification* Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP* Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL* Exposure to virtualization and orchestration technologies such as Docker and Kubernetes* Experience with JIRA and Confluence*/* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.*#J-18808-Ljbffr
