Support Engineer


Job description

We are seeking a Support Engineer to join our Operations and Support team in Spain to work within an infrastructure and development environment for the largest independent interactive audio/visual supplier in Europe.

You will join an international team responsible for the management, monitoring and operation of the production applications. Working to build the right processes and anticipate the operational needs that can appear. Your activity will be focused on the interaction with the customer and the service we are providing.

Your main task will be focused on the interaction with the customer and coordination of all the activities related to different live platforms.

Mirada currently has offices in several countries and the applicant may be required to travel abroad for work/training for short periods. Offices: Spain (Madrid, Castellón); Mexico (Mexico City).

What you will be doing:
  • You will work alongside the rest of the support team, providing help to the customer in person, over the phone or through the different support portals
  • You will also coordinate your activities with other teams in the organisation like Ops, IT, QA, UX, Product or Development in order to provide a solution for the issues raised
  • You will help maintain live projects and solve technical issues in live projects or help us on assisting the customer with technical issues and request
  • You will follow up on issues ensuring full resolution
  • You will give support for customer’s incoming queries and issues related to the currently live platform, ensuring that the customer has the latest status while the different teams are working together to find a solution
  • You will provide technical reports for the customer or other teams
  • You will write and edit manuals for new and updated software
  • You will help creating and maintaining a good documentation base in order to help the customer and other teams in the company understand the different processes and functionalities
  • You will help ensuring that processes are carried out in the most efficient and effective manner
What we require:
  • Familiarity with Support tickets and ticketing systems
  • General knowledge of industry principles
  • Good knowledge of technical data reporting
  • High level of spoken and written English
  • Soft skills to be able to communicate effectively with the customer technical team
  • Confidence delivering training sessions or explaining an issue
  • Good understanding of technical documents
  • High level of organisation
  • Good leadership skills
  • Ability to perform under pressure
  • Able to work independently and manage time efficiently, prioritisation, self-management of tasks
  • Team player with a systematic perspective
What we would love:
  • BA/BSc degree in Computer Science/ Telecommunications/ ICT or equivalent work experience
  • Proven technical troubleshooting activities
  • Good communication and social skills
  • Good analytical skills
  • A tenacious person who loves problem solving and doesn’t stop until finding the perfect solution
  • Willingness to explore new technologies and capability to learn them, even they are not the common market tools
  • Good communication and social skills
  • Good analytical skills
  • A tenacious person who loves problem solving and doesn’t stop until finding the perfect solution
  • Attention to detail
  • Pay TV, DVB or OTT experience
What we offer:
  • Fixed salary depending on the experience of the successful candidate
  • Variable incentives
  • Ticket RestaurantⓇ
  • Health insurance
  • Short working hours every Friday and throughout July and August
  • English classes
  • Generous holiday policy
  • Fantastic work environment
  • In-office perks such as Fruit Friday
  • …and much more!
Apply now
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Pablo Berga on life in our Castellón office

I get to the office and say hi to my colleagues before catching up with my emails and checking the task management tool to see how my day ahead looks. Our Castellón office has been open for less than a year but it has already become an office tradition to pop out for a mid-morning light bite and a coffee with the team! Such a nice way to spend a quick break before carrying on with the tasks ahead, which could be anything from detecting, monitoring, solving or reporting the latest incident to providing support to my colleagues in other departments.

At lunch, many of us from the office usually go to one of the many restaurants near the office – any of them will do as long as I’m with the team! Some of us prefer to stay in the office and eat in the dining room – an option which is always accompanied by some very interesting conversations. After eating, I get back to my list of priorities and take any free time I have to update some documentation or consult the technical information I need to help with an upcoming task.

All in all, life in our Castellón office is an adventure, as is being surrounded by great professionals who love technology! Oh, and being able to come to work in shorts when the weather is hot is just the cherry on top!

Apply now