Digital Technical Support Engineer at Envista Holdings in Community of Madrid

Job description

Job Description: At Envista , we are dedicated to advancing dental care through innovation, technology, and trusted partnerships. As one of the world's leading dental companies, we bring together a portfolio of industry-leading brands that help dental professionals improve patient outcomes and transform smiles every day. Ormco , an Envista company, is a global leader in orthodontics, trusted by clinicians around the world for over 60 years. From traditional orthodontic solutions to cutting-edge digital technologies, Ormco continues to drive innovation that empowers orthodontists to deliver exceptional patient care. We are looking for a Digital Technical Support Engineer to join our team and play a key role in supporting the technology behind our digital orthodontic solutions. What You'll Do As a Digital Technical Support Engineer , you will provide advanced technical support for software, hardware, networking, and electro-mechanical systems used across our digital orthodontic portfolio. Acting as a key escalation point, you'll collaborate closely with support teams, engineers, and product experts to resolve complex technical issues and continuously improve the customer experience. Key Responsibilities: Diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment, software applications, computer systems, and networked or wireless solutions. Act as the highest escalation point for complex Level 3 application and technical support issues related to digital orthodontic software, web services, desktop environments, computer systems, network connections, and servers. Provide advanced technical support to internal teams including Product Support, Engineering, and Technical Services. Investigate and resolve issues escalated by first-line support teams when standard troubleshooting has not resolved the problem. Perform product repairs, updates, testing, and validation activities in an office-based environment. Collaborate with Engineering and Product Development teams to identify and communicate product defects, software bugs, reliability concerns, and maintenance issues. Support new product releases, updates, and technical processes to ensure successful implementation and performance. Create and maintain technical documentation, troubleshooting guides, and knowledge-base resources. Document customer interactions, technical findings, issue trends, and support activities in CRM, Jira, or other support systems while following company policies, procedures, and quality standards. Deliver technical training and knowledge-sharing sessions to support teams and internal stakeholders. Ensure timely communication and ownership of technical issues through to resolution. #LI-ZV1 Job Requirements: What We're Looking For Bachelor's degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, or a related technical field. 3–5 years of experience in technical, application, IT operations, or software support, including complex incident resolution, end-user support, remote troubleshooting, and escalations. Strong troubleshooting skills and technical knowledge across Windows, Mac systems, file systems, access permissions, SQL, relational databases, SQL Server concepts, TCP/IP, HTTP, and REST APIs. Experience with support tools such as Jira, Confluence, Salesforce, or similar platforms, with the ability to document findings, troubleshooting steps, workarounds, resolutions, and support materials clearly. Relevant IT or technical support certifications are a plus, such as ITIL, Microsoft, AWS, CCNA, HDI, or equivalent; Experience working with software, computer systems, networking technologies, or electro-mechanical products. Fluent English required; Spanish or another European language is a plus. Strong communication skills with a professional, customer-focused attitude and the ability to explain technical topics clearly to technical and non-technical users. Preferred Qualifications Organized, detail-oriented,