Product Support Engineer

Multiverse Computing

Multiverse is a wellfunded and fastgrowing deeptech company founded in 2019. We are one of the few companies working with Quantum Computing and the biggest Quantum Software company in the EU.

We provide hyperefficient software to companies wanting to gain an edge with quantum computing and artificial intelligence. Our product Singularity is a software platform that contains quantum and quantuminspired algorithms developed and patented through proofofconcept trials we have been performing for industrial and service clients. We work in finance energy manufacturing cybersecurity and many more industries.

You will be working alongside world leading experts to build solutions that tackle real life issues. We look for passionate people that want to grow in an ethics driven environment promoting sustainability and diversity. We aim to continue building our truly inclusive culture come and join us!

This opportunity is to work in our offices in San Sebastian Spain.

Job Summary

We are looking for a product support engineer to join our product support department. You will be part of the operations team and will work and collaborate with engineering product and account management stakeholders to ensure customer success.

As a Product Support Engineer you will

• Offer expert technical product support to our enterprise customers using the Singularity Suite ensuring exceptional customer satisfaction until the issue is resolved.

• Troubleshoot and resolve technical issues with the deployment and operation of the Singularity packages web interface APIs and related tracers and scanners using troubleshooting tools and resources such as log files documentation and application code.

• Collaborate closely with engineering and product teams to communicate product issues and contribute to product and process improvements.

• Leverage your ability to read and understand application code to troubleshoot and Identify root cause of customer reported issues.

• Understand and maintain documentation around customer infrastructure workflows and user guides.

• Provide customer insights and regular updates to the relevant stakeholders and executives.

• Prepare client Service Level Management reports

• Help project manage the support tasks and collaborate to the build of a product support roadmap

Required Qualifications

• Experience: 3 years experience working in technical customer facing roles with a deep understanding of customer support principles & processes.

• Technical Skills:

  • Strong understanding of software engineering cycles especially for ML/AI products

  • Proficient in Python familiar with IDEs and libraries

  • Knowledge of cloud infrastructure principles

• Confident translating technical & nontechnical requirements and communicating effectively with technical and non technical stakeholders alike.

• Strong interpersonal skills ability to work in diverse teams

• Strong problem solving skills and ability to identify the root cause of issues

• Language skills: Proficiency (C1) in English & Spanish

• Education: Bachelors degree in Computer Science Engineering or related fields or equivalent practical experience.

Preferred Qualifications

• Demonstrated success in supporting Enterprise Software both in the cloud and onpremises environments.

Perks & Benefits

• Indefinite contract.

• Equal pay guaranteed.

• Variable performance bonus.

• Signing bonus.

• Relocation package (if applicable).

• Opportunity to be part of the phantom shares programme.

• Private health insurance.

• Eligibility for educational budget according to internal policy.

• Hybrid opportunity.

• Flexible working hours.

• Language classes and discounted lunch options

• Working in a high paced environment working on cutting edge technologies.

• Career plan. Opportunity to learn and teach.

• Progressive Company. Happy people culture.