Technical Support Engineer

Reuters is looking for **Technical Support Engineer** to be based in our office in **Gdansk, Poland or Madrid, Spain**.

In this role, you will serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues. The position enables seamless onboarding, solution design, technical sales support, and post-sales issue resolution for Reuters' global clientele, encompassing video, streaming, broadcast, and content delivery solutions. This role requires a comprehensive understanding of media workflows, content distribution systems, cloud-based infrastructure, and emerging industry technologies.

**About the Role**

In this opportunity as **Technical Support Engineer - Europe**, you will:
Pre-Sales Technical Sales Engagements

- Partner with sales teams to understand customer needs and design tailored media technology solutions.
- Lead customer technical onboarding from technical discovery sessions to implementation
- Develop solution proposals and necessary technical documentation to support sales efforts.
- Work closely with product teams to align solutions with customer requirements.

Post-Sales Technical Account Management

- Act as the primary technical point of contact for assigned customers.
- Conduct regular technical reviews and proactively recommend optimizations for customer deployments.
- Manage open Incidents/Problems for assigned customers ensuring appropriate internal and customer-facing follow-ups are timely and maintained.
- Facilitate customer migrations, upgrades, and special projects in line with the latest Reuters content and delivery best practices.
- Advocate for customer needs internally, collaborating with technology, sales, and product teams to enhance service delivery.
- Monitor service performance, SLAs, and uptime metrics, ensuring compliance with contractual commitments.
- Drive customer adoption, retention, and expansion through strategic engagement and advisory services.

Incident Management & Support

- Serve as an escalation point for complex technical issues requiring 2nd-level triage.
- Analyze and resolve system integration, content processing, and platform issues.
- Work with technology and product teams to diagnose root causes and implement long-term fixes.
- Contribute knowledge base articles, runbooks, and troubleshooting guides.
- Provide hands-on support for major incidents, ensuring mínimal disruption to customer workflows
- Adhere to service and operating level key performance indicators (KPIs)

**About You**

You’re a fit for the role **Technical Support Engineer - Europe**, if your background includes:

- **Languages spoken: English required. German is a plus**

- Bachelor’s degree in computer science, engineering, media technology, or a related field.
- Industry certifications are a plus.
- Over 5 years of experience in a relevant role.
- Experience in a sales environment, preferably in technical sales, is a plus.
- Expertise in fundamental technology and network concepts, as well as IT security best practices.
- Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows.
- Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs). Experience in service and support within the broadcast and new media industries.
- Familiarity with video standards, compression technologies, DRM, and OTT platforms.
- Ability to work with global virtual teams to deliver projects and resolutions.
- Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus.
- Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow.
- Flexible hybrid work schedules accommodate in-office and remote work, as well as travel to customers to resolve incidents and participate in technical sales functions.

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**What’s in it For You?**

- **Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

- **Flexibility & Work-Life Balance**: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

- **Career Development and Growth**: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and k