Technical Support Engineer

About the Role

In this opportunity as Technical Support Engineer, you will blend Technical Account Management (TAM) with advanced (L2) Service Engineering responsibilities to create a strategic technical partner for our global media and sports organization clients. This role acts as a trusted technical advisor, proactive service optimization expert, and strategic engagement partner, while also serving as a secondary incident resolver for complex technical issues.

The Technical Account Engineer merges deep technical platform expertise with strong relationship management skills, delivering a white-glove experience that drives customer success with Reuters products, minimizes incident impact, and strengthens Reuters' partnerships with our customers.

Responsibilities

Technical Account Management (Primary Focus)

• Serve as the assigned primary technical point of contact for assigned top-tier clients, partnering with account managers to align technical solutions with business objectives
• Conduct regular service reviews across assigned and targeted customers to analyze performance, review incidents, and recommend optimizations
• Develop and maintain technical account plans, including roadmap discussions, proactive risk assessments, and adoption strategies for new features
• Advocate for client needs internally, influencing product roadmaps and service improvements
• Provide strategic advisory services, ensuring clients maximize value from Reuters platforms and integrations

Incident Management (Secondary Focus)

• Serve as an escalation point for complex technical issues requiring second-level triage and critical incidents impacting strategic accounts, ensuring rapid triage and resolution
• Collaborate with global support teams to restore service within SLA targets, applying ITIL-aligned practices
• Document root cause analysis and contribute to post-incident reviews for continuous improvement

Integrator and Change Facilitator

• Lead technical onboarding for select accounts, ensuring smooth transition from implementation to operational support
• Validate integrations, coordinate migrations, and oversee complex delivery workflows tailored to client requirements

Knowledge & Continuous Improvement

• Create and maintain client-specific technical documentation
• Contribute to Reuters' knowledge base with insights from resolved incidents and proactive optimizations
• Identify recurring issues and initiate problem management processes to prevent future disruptions

Qualifications

• Bachelor's degree in Computer Science, Engineering, Media Technology, Telecommunications, or related technical field
• 5+ years of progressive experience in technical account management, customer success engineering, or technical consulting for enterprise SaaS platforms
• Proven track record managing relationships with high-profile global clients (Fortune 500, international sports organizations, or media enterprises)
• Deep expertise in media technology solutions: video streaming, encoding, digital asset management (DAM), and broadcast workflows
• Hands-on experience with cloud platforms (AWS, Azure, or Google Cloud) and content delivery networks (CDNs)
• Strong foundation in networking concepts, protocols (TCP/IP, HTTP/HTTPS, WebRTC), and IT security best practices
• Working knowledge of video standards (H.264, H.265, AV1), compression technologies, DRM systems, and OTT platform architectures
• Experience supporting and managing structured service activities for SaaS platforms with demonstrated SLA/KPI achievement
• Familiarity with ITIL service management processes (incident, problem, change management)
• Ability to conduct technical service reviews, create account plans, and drive proactive optimization initiatives
• Fluency in English (written and verbal) – essential for global client communication
• Customer-centric mindset with proven ability to build trust and credibility with C-level and technical stakeholders
• Exceptional communication skills with the ability to translate complex technical concepts for diverse audiences
• Strong time management, organizational skills, and ability to manage multiple strategic accounts simultaneously
• Proficiency with CRM and ticketing systems (Salesforce, Service Now, or similar platforms)
• Self-directed with the ability to thrive in a fast-paced, dynamic environment, balancing proactive engagement and reactive support
• Collaborative team player comfortable working across global, virtual teams and time zones
• Flexibility for hybrid work model (Madrid office + remote) with willingness to travel occasionally for client meetings, service reviews, and industry events

Preferred Qualifications

• Additional European languages (French, German, Italian, Portuguese)
• Experience in technical pre-sales or sales engineering roles within the media/broadcast technology sector
• Knowledge of AI/ML concepts and prompt engineering for operational and service optimization
• Industry certifications: AWS Certified Solutions Architect, Azure Solutions Architect, ITIL Foundation, Six Sigma Yellow Belt, or Agile/Scrum certifications
• Experience with monitoring and observability tools (Grafana, Datadog, Splunk, etc.)

Benefits

Hybrid Work Model

We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth

By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits

We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture

Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact

Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

Job ID: #

Location: Dubai