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Customer Success Engineer in Madrid


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Job Description


The Customer Success Engineer is a vital client facing role, providing SyncRTC clients with careful and consistent technical delivery and support. This role provides the highest level of customer care to ensure that SyncRTC achieves 100% performance targets. The role requires an incumbent with a proven strength in technical skills at the same time as demonstrating impeccable professionalism, diplomacy and mature approach to issue management.

With support from the entire technical and client management teams, this position is responsible for first and second level support to clients onsite and remotely – both in Spain and across the globe. The team more broadly, is responsible for the installation, qualification, repair and maintenance of the SyncRTC hardware and software utilized at client locations; and, is responsible for the necessary transfer of operational knowledge to the client.

The Customer Success Engineer will be confident and capable in technical and non-technical analytics and problem-solving. Equally, they will stand above their peers in an astute communication style and ability to effectively liaise with a broad range of audiences in both English and Spanish.


The Customer Success Engineer reports to the Support Manager.

The position will be based at client site(s) for up to six months at a time as well as periods in the SyncRTC offices. It is expected that the position will grow in line with business demands.

The Customer Success Engineer will work standard business hours however there is an expectation that this will be adjusted to accommodate client requirements (e.g. average of one evening shift per week). Work flow and required effort is largely consistent however there may be additional hours required during peak delivery periods.


Technical delivery and support

Provide 1st & 2nd/3d support to SyncRTC clients – remotely and onsite

Prioritize and categorize issues, investigate and troubleshoot issues

Assemble and manage hardware: servers, racks, video xxx, mounting and stacking, change tables, cabinets Install, configure and monitor software performance.

Problem solving

Gather necessary information required for accurate diagnosis and resolution of issues

Escalate technical issues when required and work with the development teams

Resolve issues as per SyncRTC standard operating procedures

Initiate activities to prevent issues reoccurring

Client management

· Treat SyncRTC clients like gold! Be key in the successful, genuine partnership of brands

· Ensure client service quality is delivered as per contract requirements and SyncRTC values (content, time, accuracy, cost, level)

· Proactively and reactively understand and explore client needs, adapt the service accordingly

· Improve end-user experience by consist and available support service

· Relay information promptly to both client and SyncRTC, keep people well informed to ensure effective coordination of work

· Inform SyncRTC clients in a timely manner of issues

· Consistently represent SyncRTC with upmost professionalism

· Participate in client training

· Participate in formal and informal feedback to clients


Organize and prioritize work flow on a daily and weekly basis

Maintain impeccable records, e.g. document troubleshooting and problem resolution steps

Contribution towards ongoing support process and procedure improvement

Monitor performance of SyncRTC systems and provide management with cyclic and ad hoc reporting

Sharing knowledge and expertise amongst colleagues to increase the efficiency of SyncRTC service

Mentor trainees as required


Customer excellence

Interpersonal style/empathy/sensitivity




Service delivery

Quality focus/attention to detail

Problem solving/decision making



Proactive investigation

Planning and organizing




Composed (ability to keep cool in challenging situations)

Organizational awareness/political savvy

Qualifications and experience

Minimum 2-3 years of experience in a Support engineering role (on-site and remote).

Degree in multimedia/video engineering, computer science or telecommunications.

Experience with hardware (high spec computers, video equipment and cabling)

Experience in application and software troubleshooting.

Understanding of software/firmware development and integration.

Having a 6th sense for how to interact with technology, and web apps in particular.

Highly developed attention to detail, quality focus and consistent practices to achieve 100% deadline delivery.

Superior communication – both speaking and listening!

Ability to maintain professionalism in the face of adverse or challenging circumstances.

Proven ability to “think on your feet” and implement top-notch solutions to problems.

Ability to identify, isolate and communicate problems at all levels of user and tech staff.

Proven ability to work both independently and in a team environment with co-operative attitude.

Ability to handle multiple high priority tasks.

Results focused! Be self-motivated and disciplined to achieve results.

Demonstrate diplomacy and professionalism at all times.

Highly developed attention to detail, quality focus and consistent practices to achieve 100% deadline delivery.

Eligibility to work in Spain or the United Kingdom.

Outstanding command of English and Spanish languages (native or business proficiency).


Understamding of WebRTC, WebComponents, Polymer, ECMA Script 5, ECMA Script 6, NodeJS, MongoDB

Experience in projects with a hardware component involving, installation and logistics

Experience working in live events, concerts or multimedia environments

Experience in a dynamic environment of start-up and/or a business with remote workers

Working knowledge of technology service delivery sector on a global scale

Experience working in multiple countries and/or varied cultures

Master’s degree

Additional languages


Attractive package based on experience


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