Product Support Engineer

Location: Madrid, Madrid, Spain

Type: Full Time

Min. Experience: Experienced

Product Support Engineer

Location: Madrid, Spain

Department: Product & Tech Solutions Team

Type: Full Time

Min. Experience: Experienced

Who we are:

TAPTAP, founded in 2010 and headquartered in Madrid, is a technology firm at the epicenter of innovation in adtech and martech. TAPTAP provides location intelligence marketing and advertising solutions in 10 markets within Europe, Africa, N. America, and S. America. Global media agencies and large to mid-market brands leverage TAPTAP’s Sonata technology in over 80 markets for market intelligence and digital advertising solutions.

Why TAPTAP?

We are unique because TAPTAP brings together analytics, creativity, innovation, ambitious challenges, and teamwork. Our goal is to link physical and digital marketing. All of it, globally. Since our founding, we take a mobile-centric approach in the development of sophisticated data-driven marketing & advertising solutions that has led us to develop the Sonata platform.

Short Job Description:

We are looking for a Tech Solutions Engineer to join our Product & Tech Solutions Team to provide product support, implementing new technologies and innovative solutions, troubleshooting and advanced problem management and to be a part of Product Analysis, Design and Management. The successful candidate will provide assistance and training to clients and other business units in relationship with our main product (SONATA). The position requires technical skills and as well as great collaboration and interpersonal skills in a cross function environment.

Job description & responsibilities:

  • Learn and maintain a deep level of technical expertise and understanding of the product (SONATA) from both a technical and business perspective.
  • Develop innovative solutions as well as troubleshooting client-side code and analyzing results.
  • Assist clients in the integration and adoption of features to help ensure long-term success of campaigns and product understanding.
  • Define issues and troubleshooting problems and effectively communicate with the Engineering Team.
  • Gather and analyze customer requirements to transform into product capabilities.
  • Collaborate with our Engineering Team to define needs and new functionalities for the producto.
  • Present, explain and train operations teams about our news products.
  • Serve as subject matter expert and point of contact to provide engineering and application support.
  • Track to resolution any software defects and known issues, with the Engineering Team.
  • Collaborate with other teams to design and execute on a given technical solution and provide a holistic customer experience.

Requirements of the role:

  • Experience in software development and maintenance.
  • Expertise in SSL, Networking, HTML, JavaScript, and SQL database query.
  • Very good understanding of Cloud solutions & market trends with focus on PaaS.
  • Experience with A/B testing.
  • Strong consultative skillset with customer-service mindset.
  • Motivated to understand the business needs and business use cases behind the application requirements.
  • Excellent analytical and problem-solving skills with strong attention to detail and follow-up process.
  • Ability to quickly understand product and technical concepts within a new business domain.
  • Ability to explain complex ideas in a simpler manner, to both technical and non-technical contacts.
  • Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
  • Must possess “can-do” attitude and willingness to tackle challenging problems until successful completion.

Nice to have:

  • Experience with Software development, ideally web-based solutions.
  • Experience working with industry leading PaaS or SaaS solutions.
  • Experience in software customer service and support.

Benefits:

  • Great working environment.
  • Competitive compensation package, according with the candidate profile & experience.
  • Permanent position, strong possibilities of internal promotion in an international profiled firm.
  • Role based out in Madrid, Spain HQ.

Our Personality:

We are ambitious, demanding, and optimistic go-getters. We are entrepreneurs, working hard together as a team to drive and achieve our ambitious growth plans. In short, we smell opportunities where others see vulnerability.

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