Technical Support Engineer - HW & Data

At BETWEEN, we offer you the opportunities you need to achieve your professional goals. If you want to develop your capabilities in Engineering and be part of a technological and international environment, this is your next destination!

We are looking for a HW Technical Support Engineer to expand one of our teams in Sant Cugat del Vallès.

You will be part of an international R&D environment, where you will provide level 4 technical support to B2B customers regarding complex industrial equipment (industrial printing). To this end, you will receive specific technical training on the machinery, at both mechanical and electronic levels.

• Provide advanced level technical support to international B2B customers remotely.
• Receive, analyze, and manage incidents related to hardware, mechanics, and electronics in industrial printing equipment, collecting the necessary information to identify the source of the problem.
• Perform remote tests and diagnostics and replicate incidents on machinery, with the aim of identifying the root cause and determining possible solutions.
• Participate in the validation and verification of solutions, performing the necessary tests to check the correct resolution of incidents.
• Analyze data from equipment installed in the field using Excel, identifying patterns or trends that help investigate and resolve incidents.
• Manage the request for parts and spares when the resolution of the incident requires it.
• Register and follow up on incidents using Jira, keeping the associated technical documentation up to date.
• Collaborate with multidisciplinary R&D teams in the resolution of higher complexity incidents and in the identification of improvements in support processes.

• You will have a permanent contract.
• Flexible schedule and full-time employment.
• You will work on-site at the offices in Sant Cugat del Vallès. Good communication with public transport and free parking within the facilities. There will be remote work days.
• You will have a PC and the necessary peripherals for your work.

• Technical training in Mechatronics, Electronics, Mechanics, Industrial Engineering, or similar.
• Technical knowledge of hardware, mechanics, and electronics applied to equipment or machinery.
• Ability to perform diagnosis and troubleshooting of technical incidents.
• Ability to analyze technical information and data from equipment.
• Ability to perform tests and participate in validation and verification processes.
• Ability to document incidents, analyses, and technical solutions in a clear and structured manner.
• Advanced English level, both oral and written, to work in an international environment.
• Knowledge of Microsoft Office.

• Previous experience in technical support, Customer Assurance, maintenance, or hardware incident resolution.
• Experience working with machinery or industrial equipment.
• Previous experience in the printing sector.
• Experience with Jira or other ticketing tools.
• Experience working with multidisciplinary engineering and quality teams.