Product Support Analyst (Spain)


Remote / Spain
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/05/2021
  • Website:
  • Company Address: 2920 Virtual Way, Suite 140, Vancouver, British Columbia V5M 0C4, CA

About Copperleaf

The next generation asset management planning and decision analytics system designed for utilities and other asset-intensive companies.

Job Description

Copperleaf’s C55 software helps some of the world’s largest energy firms make better strategic decisions through data analytics and optimization.

We’re looking for a proactive Product Support Engineer, who enjoys the challenges of handling customer support in complex IT and business environments, writing support documentation, and leading training sessions. As one of the first dedicated Support Engineer in Copperleaf’s European team you’ll become a wizard with our own C55 product and cloud set up to help respond to customer queries and support issues. You’re a curious big picture observer who can analyze and see how the business and IT pieces fit together.

You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems.

You’ll be joining a growing European team based across the U.K., Spain, Netherlands, France and Germany and be a part of a wider global support team.

Key responsibilities:

    Handling customer questions and requests for our English and German speaking clients
    Understanding the functional aspects of our software and how it supports our customers’ business processes
    Participate in monthly calls with customers to discuss and follow up on ongoing questions, enhancement requests and business needs
    Delivering internal product training to new staff

Your background:

You’re a Support Analyst with one or more of the following skills

    2+ years in a support environment for browser or client-server applications
    Exposure to complex enterprise software application support
    Business fluent in English and German
    Able to write SQL queries (Oracle)
    Able to read and make code adjustments in C#, or a desire to learn
    Experience working with a software development teams (familiarity with bugs, features, release cycles, deployment, branching, etc.).

About you:

    You’re a great communicator, both verbally and written
    Analytical: You’re sharp and able to identify trends and commonalities across large numbers of incidents.
    Comfortable presenting: You enjoy delivering training material to internal and external audiences; hosting monthly check-in calls with customers.
    You like being busy, interacting with people and have a keen desire to “fix things"
    You’re multi-talented with flexibility and willingness to handle a wide variety of tasks. As a small but rapidly growing company, people at Copperleaf are frequently asked to handle things outside their job description. This is part of the excitement at Copperleaf!
    You’re naturally curious and passionate about learning new information
    You enjoy troubleshooting and can get to the root causes in complex IT environments
    You enjoy working in an international team and are willing to travel occasionally if required (<20%)
    You’re proactive and feel comfortable working remotely

We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm and transferable skills! We’ll provide you with onboarding and training to be successful in the role.

What’s it like here?

At Copperleaf, culture is at the very core of who we are and what we do. We’re a world-class team of innovators that inspire one another to learn and continually push the limits of what’s possible. We cultivate an atmosphere of openness and support where all opinions and ideas are valued and encouraged, and where teamwork is key to success. We value a diverse environment and are proud to be an equal opportunity employer.

Founded in Vancouver, Canada, Copperleaf is committed to building a better world, one decision at a time. As one of Canada’s Fastest-Growing Companies and winner of Canada’s Most Admired Corporate Cultures, we are a dynamic and disruptive organization offering exciting opportunities for growth and innovation.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.