Why this role exists About 28,000 support tickets reach us every year. A large share of them are questions we have answered before, in a ticket, an onboarding call or a help-center article that the customer did not find. We want those tickets to stop arriving, and the ones that do arrive to be resolved faster, by an agent who gets the right answer suggested or by no agent at all. This is a hands-on engineering role inside Support: you resolve the hardest cases yourself, and you spend roughly half of your time making sure the same case never needs resolving twice.
With this role we are deliberately adding seniority, technical depth and an AI-and-automation mindset to the Madrid team. You will be one of the people who set that standard: how a senior engineer works, what good root-causing looks like, and how automation is built so that colleagues can trust it.
Job description provided by osapiens.
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