Technical Support Engineer

Technical Support Engineer – Tier II
ON SITE ROLE MUST BE LOCATED/RESIDE IN MADRID
About The Opportunity, And You…
 

• Provide technical support for Self Service kiosk, mobile application, and online products – US and International customers
• Experience Troubleshooting for internal, external customers and some third party entities; diagnose root causes to problems, and expeditiously identify and provide resolution
• Appropriately research, package and escalate to Tier III if necessary
• Document all product-related incidents accurately and completely using Salesforce CRM
• Review escalated incident reports, identifying recurring problems and pro-actively keep customers updated on issue status, including resolution
• Communicate and collaborate cross-functionally with Tillster’s Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issues
• Actively participate in product training and knowledge sharing among technical support team members, and others
• Be part of building and updating an Knowledge Base
• Very comfortable providing customers with technical support via phone, email, written and remote computer communications spanning product installation, operation, and maintenance
• Demonstrated, fluent verbal and written English and Spanish language skills
• Strong technical, technological, and analytical skills required
• Thorough Knowledge on Microsoft Windows Platform (devices and drivers), Microsoft Office and Network communication
• Experience troubleshooting Windows OS, Apple iOS and Android apps, Android and Apple Apps common user navigation issues
• Advanced troubleshooting and resolution skills required in: Internet technologies; TCP/IP networking and wireless solutions; database (SQL); Log Review
• Highly self-disciplined, self-motivated, organized. Ability to work independently with a minimum amount of supervision in a fast-paced environment, while effectively managing multiple tasks
• 2-3+ years’ experiencing providing technical support

Other Knowledge, Skills, And Abilities That Would Be Awesome…
 

• Point of Sale (POS) interface, configuration management and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS)
• Proficiency in English & Spanish required
• Hands on using ticketing platforms such as Salesforce and JIRA and excellent at taking notes and documenting processes

Education:

• BA/AA degree in computer science or related field strongly preferred
• High School Diploma/GED required
• A+/Network+ Certifications a plus

The Interview Process

1. Recruiter interview with a Talent Acquisition Specialist
2. Interview with Project Team
3. Final interview with our Head of Projects Spain

Making a Difference in the Tillster Way

Our mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.

Pay and Benefits (Spain)

• Health insurance: Tillster pays the premium for employee private health insurance. Employees have the option to add their spouse/dependents at the employee’s cost.
• Holidays: local/municipal holidays in accordance with applicable Spain Labour laws, dependent on your employment start date.
• Vacation: Based on Spain Labor Laws
• Education, Learning & Development: We offer Udemy Learning courses; and ongoing learning and development opportunities.

Tillster is proudly an Equal Opportunity Employer

No Visa Sponsorship

Principals only – no Agencies or calls please