About the company
osapiens develops holistic Software-as-a-Service solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance. Founded in 2018 and headquartered in Mannheim, Germany, osapiens works with around 2,500 companies in over 50 countries across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.
Responsibilities
- Design and develop AI-powered tools, intelligent agents, and automations that improve daily Support operations.
- Build solutions for ticket analysis, knowledge retrieval, issue classification, troubleshooting, and repetitive operational tasks.
- Experiment with modern AI technologies and turn successful prototypes into reliable solutions for daily use.
- Develop and maintain internal tools and integrations using JavaScript, Node.js, Python, APIs, and automation platforms.
- Collaborate closely with Development and AI teams on technical solutions and continuous improvements.
- Independently manage and evaluate customer inquiries submitted through our support portal.
- Analyze logs and code, reproduce production issues, and identify potential root causes and solutions.
- Coordinate troubleshooting and problem resolution with Development and other technical teams.
- Communicate directly with customers, providing clear and timely updates on investigations and resolution progress.
- Proactively identify technical challenges and improvement opportunities to ensure a high-quality support experience.
- Create and maintain internal knowledge articles and technical troubleshooting guides.
- Identify gaps in product and customer-facing documentation.
Requirements
- Experience in technical customer support and hands-on AI and software development.
- Proficiency in JavaScript, Node.js, Python, APIs, and automation platforms.
- Ability to analyze logs and code, reproduce production issues.
- Strong communication skills.
Conditions
- Hybrid workplace (at least three days per week from the office).
- Permanent employment.
- Location: Madrid.