Support Engineer

Job Description

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 solution

• Review reported incidents or issues and classify them according to their type and urgency, coordinating with the different involved departments to ensure an appropriate solution proposal
• Contact customers to request additional information and/or arrange access to their equipment for analysis and investigation, identifying and resolving the incident
• Contact suppliers/manufacturers in cases where incidents or issues involve their components or components integrated into VSN solutions
• Escalate more complex incidents or issues to the development department for support in their resolution
• Inform customers about incident or issue resolution timelines, as well as their completion and closure
• Log 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 service
• Ensure 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 informed
• Explain the merchandise return authorization (RMA) request process to customers
• Take responsibility for customer audit projects at VSN and Woody, ensuring proactive detection of customer needs
• Review audits carried out by the support audit service in order to analyze and assess them
• Check customer machinery for potential failures, updates, and/or installations to gather relevant information that enables the provision of efficient solutions
• Identify faults and potential improvements to be communicated to the development team, as well as testing them prior to deployment to customers
• Perform support technician and documentation tasks, taking responsibility for creating and maintaining the company’s database of incident or issue types and the solutions provided

About 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 experience

• High agility and comfort working in a fast-paced, evolving environment
• Excellent communication skills in English and Spanish, and the ability to interact directly with C-level stakeholders
• Strong ownership mindset, bias for action, and a focus on measurable business outcomes
• Excellent problem-solving and analytical abilities
• Proven ability to work in agile teams and deliver in fast-paced environments
• Self-motivated with strong organizational skills and attention to detail
• Hands-on attitude with a proven entrepreneurial spirit and pace-setter traits
• At 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 clients
• Exposure to cutting-edge AI and video processing technologies
• Collaborative Agile environment with continuous learning opportunities
• Modern technology stack (AWS, .NET, React, PostgreSQL)
• High-impact projects for clients in the media, broadcast, and entertainment sectors
• Career growth within a dynamic technology organization
• Challenging technical problems requiring creative and scalable solutions

For 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.