DESCRIPTION At **AVOS Tech**, we are seeking a **Customer Technical Support Engineer** to manage customer incidents and requests in Jira Service Management, acting as the point of contact between customers and internal teams. This role requires sound judgment to understand the real issue behind each ticket, organize information, manage expectations, escalate appropriately, and maintain clear, empathetic, and professional communication. **Location**: Madrid, Spain **Work Mode**: Hybrid **Contract Type**: Permanent **Salary Range**: Competitive, based on experience **Key Responsibilities** * Manage customer incidents, requests, and inquiries in Jira Service Management, ensuring proper classification, prioritization, tracking, and closure with supporting evidence. * Analyze the context of each ticket to determine whether it relates to a bug, configuration issue, incorrect usage, operational incident, change request, or new requirement. * Act as the point of contact between customers, internal support, delivery, product, and development teams, translating functional and technical needs into actionable information. * Organize information received from customers, requesting logs, reproduction steps, screenshots, versions, affected environments, and other necessary evidence to move forward. * Prioritize cases according to severity, impact, urgency, and SLAs, maintaining periodic and clear communication with the customer throughout the ticket lifecycle. * Escalate incidents to the appropriate teams with sufficient detail to avoid rework, ambiguity, or incomplete handovers. * Manage expectations with empathy and firmness, distinguishing between blocking incidents, standard behaviors, functional limitations, and potential scope expansions. * Document conclusions, resolution criteria, and operational learnings to improve service quality and reduce recurring friction. REQUIREMENTS **Mandatory Requirements** * Experience in technical support, functional support, advanced service desk, customer support, or customer-oriented service management roles. * Practical knowledge of Jira Service Management or similar ITSM tools for managing tickets, statuses, priorities, SLAs, escalations, and closures. * Ability to communicate professionally, clearly, and non-defensively with customers—especially under pressure or during critical incidents. * Sufficient technical literacy to understand concepts such as environments, logs, versions, deployments, databases, APIs, permissions, browsers, and integrations. * Sound judgment to distinguish between product defects, configuration errors, operational incidents, uncovered functional expectations, and change requests. * Ability to gather minimal technical and functional information before escalation, avoiding incomplete or non-actionable handovers. * Capacity to coordinate with internal development, product, delivery, and support teams while maintaining traceability and focus on resolution. * Advanced Spanish language skills, with excellent written communication abilities for customer interactions and case documentation. **Desirable Requirements** * Familiarity with ITIL best practices, especially in incident, problem, change, and service request management. * Experience working with B2B customers in technology-driven environments, SaaS, system integration, or digital transformation projects. * Basic familiarity with log analysis, reproduction testing, validation across different environments, and functional technical documentation. * Prior experience in contexts requiring alignment of expectations among customers, product, development, and commercial teams. #LI-JH1 #AVOSTechJobs #Hybrid
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
