Our Retail technical team is looking for a Technical Support Engineer in San Sebastián de los Reyes. We are seeking a highly motivated and customer-oriented Technical Support Engineer to join our Retail technical team. As a Technical Support Engineer, you will be responsible for providing technical support and assistance to resolve issues for our users on internal tools such as procurement systems (SAP and AS400\), offer tools (Myoffer, MOOS, Store Map), Circularity (2nd Life, Rent, Icare for workshops, etc.), API managers, and databases for checking store stock information and communication between different software programs. This is an excellent opportunity for those who thrive in a dynamic environment and enjoy solving complex technical problems. YOUR FUTURE CONTRIBUTION As a Technical Support Engineer, you will play a crucial role in maintaining customer satisfaction by ensuring timely and efficient resolution of technical issues. You will be responsible for understanding and diagnosing user problems, providing timely updates, and collaborating with other teams to deliver effective solutions. Excellent communication skills, strong attention to detail, and a passion for helping customers are essential for success in this role. **Support Activity Management:** Support engineers ensure that all incoming service requests and incidents are correctly categorized in the ITSM tool according to urgency, impact, root cause of the service, and categories. These requests and incidents are later reviewed using KPIs to identify recurrences, analyze SLA breaches, and work towards improving customer satisfaction. **Incident, Request, Change, and Problem Management:** Support engineers are responsible for identifying, analyzing, and resolving incidents and requests reported by users or detected through monitoring systems. Their goal is to minimize the impact of incidents and requests on users, share information about the operational status of the service, restore normal service operation as quickly as possible by working closely with involved parties, and participate in post-mortem analysis with the team to ensure root cause resolution. In cases of recurring issues, they are also responsible for problem management. **Problem Resolution:** Collaborate with multidisciplinary teams, first-line support, and technical teams in other countries to resolve complex technical problems or errors. Escalate unresolved issues appropriately. Additionally, perform recurrence analysis to escalate issues to the relevant team. **Functional Management:** Lead the support team and technicians to achieve the OKRs established by the team and the technology community, maintain contact and listen to functional teams. **Knowledge Management:** Support engineers actively contribute to documenting support processes to ensure and develop the autonomy of the support service. By developing a robust knowledge management system, support engineers facilitate efficient problem resolution, provide users with self-help resources, and enhance the collective experience. **WHAT YOU WILL BRING** Technical experience (in-store or warehouse mission, technical studies) with advanced problem-solving skills. Excellent verbal and written communication skills to effectively interact and connect with users and internal teams and mobilize them to achieve objectives. Service orientation. Written and spoken English. Familiarity with various software applications, API management, target data databases (DDBB), Excel, or Google Sheets. Knowledge of SAP and AS400\ is valued. Ability to work autonomously and collaboratively in a dynamic environment. Customer orientation with a focus on delivering exceptional service.