Tech Support Engineer

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

ETAP's expertise has emerged from more than 35 years of global experience, and more recently in 2023 by expanding into new integrated offerings with IGE, a leading electrical engineering software company renowned for its SEE software portfolio for the creation, maintenance, and calculation of electrical installation projects.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

Job Title:  Tech Support Engineer

Location: Home Office, Spain

Employment Type: Full-time

The job  

Reporting to the Customer Success Management team, the Tech Support Engineer is responsible for building strong relationships with customers, ensuring high levels of satisfaction, resolving incidents, and providing support in the use of our software. The role also includes continuously learning our solutions in order to deliver high‑quality training to clients.

The mission of this role is to ensure customers achieve success using our solutions. 

Key responsibilities 

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
• Understand the motivation, business drivers, strategic goals, and desired business outcomes for his portfolio of large customers.
• Maintain a high level of training and knowledge of the programs to deliver quality training.
• Work closely with Sales teams to ensure a best-in-class customer experience and take care of any customer issues.
• Drive the Customer Success playbook for the High Touch Segment.
• Facilitate Executive Business Reviews with decision-makers and our executive sponsor, where we celebrate shared successes and make adjustments as necessary.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Essential requirements 

• Bachelor / Master: initial training in electrical engineering & training in business/marketing
• Minimum 5 years' experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support, or Sales Management
• Knowledge of electrical design software is a plus

Desired skills 

• Strong empathy and the ability to build successful client relationships.
• Excellent organizational skills and a strong commitment to customer satisfaction.
• Proven ability to learn quickly and engage effectively with customers.

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.