About the Milestone Technical Support (MTS) Team Milestone Technical Support (MTS) is an international team of support professionals, engineers, developers and testers dedicated to excellent customer and partner satisfaction. MTS uses its core technical competencies and an excellent knowledge of the Milestone software and supporting applications to deliver responsive and reliable solutions. We do excellent support on a global scale and handle a wide range of setups and technical challenges daily, while keeping cool under pressure. As a Support Engineer, you will be part of our Frontline team based at Barcelona, Spain. Responding on emails, license chats, phone calls and cases assigned to you, you will be the main support contact for all general inquiries, as well as technical cases. The job requires a high degree of passion, collaboration, great communication, and a can-do attitude. With the challenges of different technologies, you’ll face in this role, there will be plenty of opportunities to grow both personally and professionally. Being the number one global supplier of VMS software, our installation base is diverse and challenges us with implementation of License Plate Recognition, Access Control, Perimeter Intrusion Detection and a huge number of partner-developed integrations based on our SDK. Primary responsibilities - Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude - Resolves technical issues by applying advanced troubleshooting techniques and analysis - Ensures that all relevant communication, documents and files related to the case are accurately archived in the support system - Create and maintain a variety of self-help resource (KBs, how-to guides), monitor community forums - Meet predetermined targets and represent the company in a professional manner - First point of contact for basic/simple customer-facing issues, normally handled by the Partner or by Milestone Help-Desk - Answers in-depth technical questions requiring remote troubleshooting and analysis methods/skills - Troubleshooting product or Windows environment error messages