Application Support Analyst - 26194 Madrid, Spain

About the role

The Application Support Analyst at Enverus plays a crucial role in ensuring customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. This position involves troubleshooting, diagnosing, and resolving user issues, educating customers, and advocating for their needs.

Responsibilities

• Provide front-line support for software applications via email, phone, and video call within organization-level agreements.
• Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalating when necessary.
• Maintain organized records of customer requests with accurate documentation.
• Ensure regular and predictable attendance for the designated shift, including rotating holiday support.
• Educate customers to help them gain value from our suite of products and drive high customer satisfaction.
• Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps.
• Provide timely updates to customers on unresolved issues.
• Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions.
• Gain a complete understanding of client requirements before providing solutions.
• Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments.
• Follow department and company processes and procedures.
• Maintain deep product and technical knowledge to ensure accurate, high-quality support.
• Participate in cross-training to broaden skills and improve collaboration and customer outcomes.
• Contribute to internal and external self-help documentation.
• Support special assignments and projects in partnership with Senior Analysts and Managers.

Requirements

• Degree in Electrical Engineering or related field, or equivalent technical experience (preferred)
• 2+ years of experience in application support roles or similar client-facing positions
• Background in renewable energy project design or geospatial analysis, including tools such as Google Earth Engine, GIS platforms, or solar siting software (preferred)
• Proficient in task and project management
• Understanding of Python, FTP, and API fundamentals
• Able to work independently with a “Figure It Out” mindset
• Proficient in English
• General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred)
• Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred)
• Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred)
• Grafana and/or Databricks experience (preferred)
• Experience with Power Automate (preferred)
• Proficiency with Microsoft 365 Suite (preferred)
• Certifications such as ITIL, CompTIA+ (preferred)

Qualifications

Ability to sit for long periods, work on a computer with repetitive motions, and utilize devices typically in an office environment. Travel requirements: 0% or as required for company needs.