Digital Technical Support Engineer
- Compensation
- Not disclosed
- Location
- Spain, Community of Madrid, Madrid
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, or a related technical field.
- 3–5 years of experience in technical, application, IT operations, or software support, including complex incident resolution, end-user support, remote troubleshooting, and escalations.
- Strong troubleshooting skills and technical knowledge across Windows, Mac systems, file systems, access permissions, SQL, relational databases, SQL Server concepts, TCP/IP, HTTP, and REST APIs.
- Experience with support tools such as Jira, Confluence, Salesforce, or similar platforms, with the ability to document findings, troubleshooting steps, workarounds, resolutions, and support materials
- Relevant IT or technical support certifications are a plus, such as ITIL, Microsoft, AWS, CCNA, HDI, or equivalent;
- Experience working with software, computer systems, networking technologies, or electro-mechanical products.
- Fluent English required; Spanish or another European language is a plus.
- Strong communication skills with a professional, customer-focused attitude and the ability to explain technical topics clearly to technical and non-technical users.
Nice to have
- Organized, detail-oriented, proactive, and able to manage multiple priorities independently while working well in a team environment.
- Strong organizational skills with the ability to manage multiple priorities.
- A collaborative mindset and passion for delivering excellent customer support.
- Experience within medical devices, healthcare technology, dental technology, manufacturing, or related industries is an advantage. experience in software development, quality assurance, digital health
Full description
Job Description:
At Envista, we are dedicated to advancing dental care through innovation, technology, and trusted partnerships. As one of the world's leading dental companies, we bring together a portfolio of industry-leading brands that help dental professionals improve patient outcomes and transform smiles every day.
Ormco, an Envista company, is a global leader in orthodontics, trusted by clinicians around the world for over 60 years. From traditional orthodontic solutions to cutting-edge digital technologies, Ormco continues to drive innovation that empowers orthodontists to deliver exceptional patient care.
We are looking for a Digital Technical Support Engineer to join our team and play a key role in supporting the technology behind our digital orthodontic solutions.
What You'll Do
As a Digital Technical Support Engineer, you will provide advanced technical support for software, hardware, networking, and electro-mechanical systems used across our digital orthodontic portfolio. Acting as a key escalation point, you'll collaborate closely with support teams, engineers, and product experts to resolve complex technical issues and continuously improve the customer experience.
Key Responsibilities:
- Diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment, software applications, computer systems, and networked or wireless solutions.
- Act as the highest escalation point for complex Level 3 application and technical support issues related to digital orthodontic software, web services, desktop environments, computer systems, network connections, and servers.
- Provide advanced technical support to internal teams including Product Support, Engineering, and Technical Services.
- Investigate and resolve issues escalated by first-line support teams when standard troubleshooting has not resolved the problem.
- Perform product repairs, updates, testing, and validation activities in an office-based environment.
- Collaborate with Engineering and Product Development teams to identify and communicate product defects, software bugs, reliability concerns, and maintenance issues.
- Support new product releases, updates, and technical processes to ensure successful implementation and performance.
- Create and maintain technical documentation, troubleshooting guides, and knowledge-base resources.
- Document customer interactions, technical findings, issue trends, and support activities in CRM, Jira, or other support systems while following company policies, procedures, and quality standards.
- Deliver technical training and knowledge-sharing sessions to support teams and internal stakeholders.
- Ensure timely communication and ownership of technical issues through to resolution.