Expert Support Engineer, Technical Lead
On-siteSantander, Cantabria, Spain
Job Summary
Act as the technical escalation point for complex, business-critical issues and represent Support in Engineering and Product meetings to drive defect prioritization and product improvements. Lead end-to-end workflow management, including ticket prioritization, backlog health, and SLA adherence, while coordinating major incident technical responses and post-incident reviews. Mentor L1/L2 engineers to elevate team capability and drive shift-left initiatives that enhance self-service, documentation, and first-touch resolution. Continuously upskill in emerging tools and leverage AI to automate workflows, reduce MTTR, and improve overall support efficiency.
Required Qualifications
- 7+ years in technical support or related technical roles
- Strong expertise in cloud, APIs, integrations, and system architecture
- Proven leadership, mentorship, and cross-functional influence
- Experience driving operational improvements and workflow optimization
- Excellent communication skills translating technical issues into business impact
Desired Qualifications
- Continuously upskill in emerging technical tools, platforms, and modern support technologies
- Actively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision-making
- Leverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency
- Drive adoption of AI-enabled workflows, including knowledge generation, ticket automation, and self-service enhancements
- Mentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact
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