> Markdown version of [/jobs/ext/1618523-support-engineer](https://www.wearedevelopers.com/jobs/ext/1618523-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** Comunidad de Madrid - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, Data Integrity, Issue Tracking Systems, Network Troubleshooting, Network Architecture, Software Systems, Zendesk, Servicenow - **Published:** July 31, 2026 - **Apply:** https://www.jobleads.com/es/job/ef7fd9fd1023b814f2dd83d473eddec32 ## About the Role * Bachelor's Degree in Engineering or a related field. * Fluency in Spanish and English. * Proven experience in a Technical Support, Helpdesk, or Support Engineering role, ideally within a B2B or hospitality-tech environment. * Expertise with network infrastructure, hardware, or software solutions specific to the hospitality sector. * Strong hands-on experience using ticketing tools (e.g., Jira, Zendesk, ServiceNow) and managing strict SLAs. * Proactive AI mindset: A strong curiosity for AI developments with a proven ability to explore and integrate AI tools to enhance workflow efficiency and data insights. Nice to Have * Previous experience working directly with major hospitality brands. * Experience coordinating activities between remote helpdesk teams and local field/on-site engineers. * Experience working in a multinational organization. * Proficiency in additional languages. ## Description We are looking for a Support Engineer with networking experience who is proactive and detail-oriented to provide exceptional technical service and operational support across Spain and Spanish groups across the world. In this role, you will combine hands-on technical troubleshooting with daily queue monitoring, SLA tracking, and clear client communication. You will serve as a vital link between our Spanish customers, the internal helpdesk system, and field operations to ensure efficient support execution. This is a full-time, on-site position based at our Madrid, Spain office., * Hands-on Technical Troubleshooting: Actively diagnose, troubleshoot, and resolve hardware, software, and network issues submitted by clients, taking ownership of tickets through to final resolution. * SLA & Ticket Management: Monitor the daily ticketing queue to maintain accurate categorization, prioritize open issues, and ensure strict adherence to established Service Level Agreements (SLAs). * Client Communication: Serve as a direct point of contact for Spanish clients, providing timely progress updates, clear technical explanations, and definitive issue resolutions. * Field Coordination: Work closely with the Field Operations team and field engineers to schedule, coordinate, and follow up on on-site maintenance and support activities. * Data Integrity: Meticulously track and update all client communications, asset details, and technical notes within the internal ticketing system. * Operational Reporting Support: Help gather and prepare performance data and incident summaries for key corporate accounts as needed., * Great team of smart people, in a friendly and open culture. * Real responsibilities and autonomy. * Expand your knowledge of various countries and regions. * Great career opportunity in a fast-evolving Technology company. * Contribute to the greater experience of millions of Travellers around the World! ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your next 10x engineer isn't in your city. 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