Senior Technical Account Engineer

Reuters is looking for Technical Support Engineer to be based in our office in Dubai.

This role blends Technical Account Management (TAM) with advanced (L2) Service Engineering responsibilities to create a strategic technical partner for our global media and sports organization clients. The Technical Account Engineer 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 ideal candidate 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.

About the Role

In this opportunity as Technical Support Engineer, your main responsibilities will include:

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.

About You

You re a fit for the role Technical Support Engineer, if your background includes:

• 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, ServiceNow, 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 (Nice to Have):

• 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.)