Senior Support Engineer – AI & Automation

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.

• Resolve at the third level. Take the difficult, cross-tier cases across the osapiens HUB: reproduce, read logs and code, root-cause across portal, backend and integrations, and work with Engineering on fixes and workarounds.
• Find the patterns. Analyse Freshdesk ticket data, chatbot logs and help-center searches to identify clusters of recurring questions, missing documentation and misrouted tickets, and quantify what they cost us.
• Build the automation. Design and implement resolution logic: entitlement and product checks at intake, answer suggestions for agents grounded in our documentation, automatic resolution where it is safe, and the guardrails that decide when it is not. You work with the platform and tooling that Customer Operations provides and extend it where Support needs more.
• Close the documentation loop. Turn resolved tickets into help-center articles and academy content with our Technical Writers and Solution Experts, and make sure documentation gaps are detected systematically rather than by chance.
• Automate escalation. Implement the rules that recognise an incident early: several customers affected, production impact, no workaround, and route it to Engineering and CX leadership without waiting for someone to notice.
• Measure and report. Own the numbers for your automations: deflection rate, auto-resolution rate, agent handling time, reopen rate, and be honest about what did not work.

• A degree in computer science, engineering or a related technical field, and several years of hands-on work in technical support, solutions engineering, support engineering or a comparable role for a B2B software product.
• You write code. TypeScript/JavaScript or Python, REST and GraphQL APIs, SQL-like querying, Git; you can read a React frontend and a Node.js backend well enough to find where a problem lives.
• You have used LLMs and AI coding assistants in real work and know how to verify what they tell you against logs, code and data. You have ideas about where AI belongs in support and where it does not, and you want to test them.
• You think in systems: a ticket is a symptom, and you look for the process, the product gap or the missing article behind it.
• You are comfortable talking to customers in difficult moments and to engineers about root causes, in English. (Spanish or German is a plus).
• Experience with Freshdesk/Jira or a comparable ticketing system, with knowledge bases (we use Document360) and with monitoring tools is welcome but not required; curiosity and speed of learning matter more.

• 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.