Technical Support and Implementation Specialist

About the role

Protecmedia is a media technology company with over 45 years of experience, providing software for more than 200,000 newspapers published annually across 500+ publishers in 30+ countries, including ABC, Clarín, El Mundo, and Marca. Its Milenium DXP platform integrates content management, advertising, subscriptions, and circulation into a multi-channel publishing ecosystem, supported by AI-assisted tools like AIDA for print design and MAS for audience analytics. With 16 years of AI application in media production, Protecmedia serves as a long-term technology partner, helping publishers boost productivity, reduce costs, and grow revenue.

We are seeking a service-oriented professional with a strong technological mindset and excellent communication skills to join the Operations team in Baltimore, Maryland. This role supports clients across the United States, Europe, and Latin America, offering significant professional development opportunities. The successful candidate will provide technical and functional support to international clients in English and Spanish, perform initial troubleshooting, escalate issues as needed, and ensure resolution. The role also involves collaborating with technical, development, and product teams to address complex issues and deliver practical solutions.

Additionally, the candidate will support the implementation and configuration of Protecmedia products under senior consultants' supervision, including client onboarding, system configuration, training, go-live activities, and coordination with clients and internal teams throughout the project lifecycle. The position requires preparing clear and professional technical and functional documentation in both English and Spanish. Frequent travel to client locations, primarily within the United States and occasionally internationally, is expected.

Responsibilities

• Provide technical and functional support to international clients in English and Spanish.
• Perform initial troubleshooting, escalate issues when necessary, and follow cases through to resolution.
• Collaborate with technical, development, and product teams to resolve complex issues and deliver practical solutions to client needs.
• Support the implementation and configuration of Protecmedia products under the supervision of senior consultants.
• Participate in client onboarding, system configuration, training, and go-live activities.
• Coordinate with clients and internal teams throughout the project lifecycle.
• Prepare clear and professional technical and functional documentation in English and Spanish.
• Travel frequently to client locations, primarily within the United States and occasionally internationally.

Requirements

• Proficiency or native-level fluency in both English and Spanish.
• Ability to work from Baltimore, Maryland.
• Availability for frequent travel within the United States and internationally as required.
• Strong technological aptitude and interest in software and complex technical environments.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Proactive and customer-oriented mindset.

Qualifications

• Experience in consulting, implementation projects, technical support, or client-facing technology roles is preferred.
• Experience in software development, scripting, application configuration, integrations, databases, or technical troubleshooting is an advantage.
• Basic knowledge of systems, networks, APIs, databases, or enterprise software environments is desirable.
• Experience working with international or multicultural teams is valued.
• Experience in the media or publishing technology industry is an advantage but not required.