osapiens provides an AI-driven ESG solutions platform for enterprises managing sustainability compliance, operational risk, and value-chain efficiency. Its software supports requirements including the EU Deforestation Regulation and Corporate Sustainability Reporting Directive, while also covering areas such as distribution, brand protection, and supply chain management. By connecting compliance data and processes across the value chain, osapiens helps organizations improve transparency and manage ESG operations at scale.
Junior Technical Support Engineer – Hybrid Madrid
Support customers using a mission-critical B2B SaaS platform and investigate technical issues across JavaScript, TypeScript, and Java environments. Work with internal teams to resolve incidents, improve documentation, and identify recurring product issues.
Description
- Act as the first point of contact for customer questions about the mission-critical B2B SaaS platform.
- Manage and assess customer inquiries independently through support portals and other communication channels.
- Investigate technical problems, reproduce bugs, and examine application behavior to determine solutions.
- Carry out basic code analysis and troubleshooting in JavaScript, TypeScript, and Java environments.
- Work with Product, Engineering, Customer Success, and other internal stakeholders to resolve issues.
- Communicate professionally, promptly, and empathetically about issue status, findings, and next steps.
- Spot recurring technical problems and opportunities to improve the product and support experience.
- Develop, update, and enhance knowledge-base articles and troubleshooting documentation for internal and customer use.
- Recognize gaps in product documentation and support ongoing process improvements.
- Escalate complex problems while retaining ownership and accountability through resolution.
Requirements
- 1–3 years of experience in technical support, application support, SaaS support, or a comparable customer-facing technical role.
- Previous experience working in a SaaS environment.
- Strong troubleshooting and analytical abilities, including investigating, reproducing, and resolving issues across systems.
- Good knowledge of JavaScript and TypeScript, plus a basic understanding of Java.
- Basic familiarity with frontend technologies and application behavior.
- Strong technical aptitude and enthusiasm for software and automation technologies.
- Customer-focused approach with effective communication, empathy, and conflict-resolution skills.
- Ability to explain technical concepts clearly to technical and non-technical audiences.
- Fluent written and spoken English; additional languages are advantageous.
- Strong sense of ownership, with the ability to work independently and prioritize effectively.
- Experience with Jira Service Management, FreshDesk, Azure DevOps, or comparable ticketing tools is advantageous.
Benefits
- Work on a purpose-led mission alongside global industry pioneers addressing complex challenges.
- Bring ideas to collaborative teams with an open communication culture.
- Use a flexible hybrid work model designed to support both focused work and team collaboration.
- Access professional and personal development opportunities in an international setting.
- Take part in team events and knowledge-sharing sessions.
- Work from inspiring spaces in Madrid and other locations.