The Role
As a Technical Support Engineer, you resolve customer issues on a B2B SaaS platform by troubleshooting, analyzing logs, and collaborating with internal teams to ensure satisfaction and timely resolutions.
Summary Generated by Built In
As a Technical Support Engineer, you will be the first point of contact for customer queries regarding our mission-critical B2B SaaS platform. Your role will be to ensure smooth issue resolution by analyzing, troubleshooting, and coordinating technical solutions with internal teams. Through your expertise, you will help our customers maximize the value of our platform and automation solutions.
We foster a collaborative environment where continuous improvement is key, and we value proactive communication, ownership, and teamwork. We work together in the office at least three days per week to encourage collaboration and knowledge sharing.
Your Responsibilities
- Own customer issues end to end across the support portal and direct channels — triage, reproduce, resolve, communicate.
- Read and debug JavaScript, TypeScript, and Java well enough to localize bugs and brief Engineering precisely.
- Run real investigations — logs, network traces, app state — not just runbook-following.
- Use AI tooling daily for triage, log analysis, draft replies, knowledge base authoring. We expect you to push the frontier here, not wait for it.
- Be the structured voice of the customer inside the building — pattern-spot recurring issues, file the right tickets, kill them at the root with Product/Engineering.
- Author and maintain internal and customer-facing knowledge base content that scales the team beyond yourself.
- Escalate without losing ownership — the customer hears from you, not from a chain of handoffs.
Your Experience
- 1–3 years in Technical / Application / SaaS Support — you've debugged real production issues, not just routed tickets.
- You read JS/TS comfortably and Java well enough to follow a stack trace. Source code doesn't scare you.
- Strong analytical reflex — "what is the system actually doing right now" is your default question.
- AI tools are already in your workflow, not a curiosity. You'd be annoyed if they weren't.
- Commitment, accountability, flexibility — outcomes over hours. You own the resolution, even when it spans three teams.
- Customer-first communication — fluent English; German or Spanish a strong plus.
- Familiarity with Jira Service Management, Freshdesk, Azure DevOps or similar — nice to have, not required.
Join us for this and more...
- A purpose-driven mission with and for global industry pioneers tackling complex challenges.
- Room for creativity through collaborative teamwork and an open communication culture.
- Flexible hybrid work model supporting both productivity and team collaboration.
- Opportunities for professional and personal growth in an international environment.
- Team events and knowledge-sharing sessions
- Inspiring workspaces in Madrid and beyond.
About
osapiens develops holistic Software-as-a-Service solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance.Founded in 2018 and headquartered in Mannheim, Germany, osapiens works with around 2,500 companies in over 50 countries across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.
Skills Required
- 1-3 years in Technical / Application / SaaS Support
- Ability to debug JavaScript, TypeScript, and Java
- Strong analytical skills
- Fluent English; German or Spanish a plus
- Familiarity with Jira Service Management, Freshdesk, Azure DevOps or similar
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The Company
What We Do
osapiens develops holistic Software-as-a-Service (SaaS) solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance. Headquartered in Mannheim, Germany, osapiens supports over 2,500 customers worldwide, from SMEs to global enterprises, in driving sustainable growth and regulatory compliance.
