AI Technical Support & Automation Engineer

As an AI Technical Support & Automation Engineer, you will combine technical customer support with hands-on AI and software development. You will be the first point of contact for customers using our mission-critical B2B applications, analyzing complex issues, troubleshooting across systems, and coordinating solutions with internal engineering teams. A significant part of your time will be dedicated to developing AI-powered tools, intelligent agents, and automations that improve how our Support organization operates. You will automate repetitive tasks, accelerate issue analysis, improve knowledge management, and create smarter support workflows. The position offers close collaboration with our Development and AI teams, providing an excellent opportunity to deepen your engineering skills and pursue a career path in software or AI development. We foster a collaborative environment where continuous improvement is key, so we work together from the office at least three days per week., * Design and develop AI-powered tools, intelligent agents, and automations that improve daily Support operations.

• Build solutions for ticket analysis, knowledge retrieval, issue classification, troubleshooting, and repetitive operational tasks.
• Experiment with modern AI technologies and turn successful prototypes into reliable solutions for daily use.
• Develop and maintain internal tools and integrations using JavaScript, Node.js, Python, APIs, and automation platforms.
• Collaborate closely with Development and AI teams on technical solutions and continuous improvements.
• Independently manage and evaluate customer inquiries submitted through our support portal.
• Analyze logs and code, reproduce production issues, and identify potential root causes and solutions.
• Coordinate troubleshooting and problem resolution with Development and other technical teams.
• Communicate directly with customers, providing clear and timely updates on investigations and resolution progress.
• Proactively identify technical challenges and improvement opportunities to ensure a high-quality support experience.
• Create and maintain internal knowledge articles and technical troubleshooting guides.
• Identify gaps in product and customer-facing documentation., * 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.

• Hands-on experience with AI-assisted development tools such as Claude Code or similar solutions.
• Strong interest in AI development, intelligent agents, prompt engineering, and workflow automation.
• Ability to read, understand, and develop code using JavaScript, Node.js, and Python.
• Strong knowledge of React and/or JavaScript.
• Experience developing automation solutions using platforms such as Power Automate.
• Familiarity with request-response patterns, including REST and SOAP APIs.
• Experience with tools such as Postman, Selenium, or similar testing and debugging solutions.
• Experience working in a SaaS environment.
• Strong end-to-end troubleshooting skills, including issue analysis, reproduction, and resolution across interconnected systems.
• Strong technical aptitude and enthusiasm for automation software.
• Customer-first mindset with a proactive approach to problem-solving and conflict resolution.
• Demonstrated problem-resolution skills and the ability to escalate effectively when required.
• Excellent written and spoken English.
• Experience with ticketing or customer-support platforms is an advantage.

Founded in 2018 and headquartered in Mannheim, Germany, osapiens works with around 2,500 companies in over 50 countries across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.