About this role
Support Engineer – Spain
We are at VSN for a Support Engineer to join our team in Barcelona, Spain!
You will play a critical role in ensuring customer satisfaction and operational excellence within the support team. You will be responsible for resolving the most complex support cases and contributing to technical knowledge and continuous improvement initiatives. Your role combines technical expertise, customer engagement, and leadership, helping to strengthen the overall performance and reliability of the support function.
You will join a young, dynamic team in an excellent working environment, where collaboration and teamwork are key. The role offers opportunities for continuous learning and professional development, encouraging active participation in projects and exposure to innovative technologies and solutions
Here is a little window into our company: VSN – Video Stream Networks Software –Broadcast and Media Entertainment Software.VSN has 30+ years of leading digital asset management innovation. Founded in 1990, VSN is an end-to-end software solution for the broadcast industry, helping customers better manage and automate the entire media lifecycle, from planning to delivery and archive. VSN – Video Stream Networks has revolutionised broadcast DAM and media MAM solutions for the global media industry. VSN is headquartered in Barcelona, Spain. With installations across 100+ countries and offices spanning Toronto, New York, Los Angeles, Madrid, London, Paris, Singapore, Tokyo, and Sydney, we’ve established ourselves as the definitive leader in broadcast digital asset management.
The successful candidates will be based in Spain, working in a remote work model with a requirement to travel to our office in Barcelona on a regular basis!
What your day will look like:
Receive and manage customer requests related to incidents or issues, analysing, assessing, and prioritising them based on complexity and urgency to provide the most efficient solutionReview reported incidents or issues and classify them according to their type and urgency, coordinating with the different involved departments to ensure an appropriate solution proposalContact customers to request additional information and/or arrange access to their equipment for analysis and investigation, identifying and resolving the incidentContact suppliers/manufacturers in cases where incidents or issues involve their components or components integrated into VSN solutionsEscalate more complex incidents or issues to the development department for support in their resolutionInform customers about incident or issue resolution timelines, as well as their completion and closureLog incidents or issues in the internal system, including the resolution process and time spent, verifying whether the customer has a support contract and reporting the information to the after-sales support serviceEnsure incident and issue support services related to malfunctioning machinery components, providing the solution that best meets customer needs and performing follow-up while keeping the customer informedExplain the merchandise return authorization (RMA) request process to customersTake responsibility for customer audit projects at VSN and Woody, ensuring proactive detection of customer needsReview audits carried out by the support audit service in order to analyze and assess themCheck customer machinery for potential failures, updates, and/or installations to gather relevant information that enables the provision of efficient solutionsIdentify faults and potential improvements to be communicated to the development team, as well as testing them prior to deployment to customersPerform support technician and documentation tasks, taking responsibility for creating and maintaining the company’s database of incident or issue types and the solutions providedAbout You:
A bachelor’s degree in Telecommunications Engineering, Computer Engineering or similar is highly advantageous At least 3+ years of experience working in a Support Engineering role or similar is essential Proven experience in Technical Customer Support is essential Start-up or scale-up experienceHigh agility and comfort working in a fast-paced, evolving environmentExcellent communication skills in English and Spanish, and the ability to interact directly with C-level stakeholdersStrong ownership mindset, bias for action, and a focus on measurable business outcomesExcellent problem-solving and analytical abilitiesProven ability to work in agile teams and deliver in fast-paced environmentsSelf-motivated with strong organizational skills and attention to detailHands-on attitude with a proven entrepreneurial spirit and pace-setter traitsAt least authorized to work in Spain At least a professional level of English and Spanish is essential What We Offer:
Work on innovative cloud-native media platforms used by international clientsExposure to cutting-edge AI and video processing technologiesCollaborative Agile environment with continuous learning opportunitiesModern technology stack (AWS, .NET, React, PostgreSQL)High-impact projects for clients in the media, broadcast, and entertainment sectorsCareer growth within a dynamic technology organizationChallenging technical problems requiring creative and scalable solutionsFor information about VSN, please visit our website at www.vsn-tv.com
We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.