Technical Support and Implementation Specialist

Protecmedia is a media technology company with more than 45 years' experience, providing the software behind more than 200,000 newspapers published every year for over 500 publishers in more than 30 countries, including ABC, Clarín, El Mundo and Marca. Its Milenium DXP platform brings together content management, advertising, subscriptions and circulation in one multi-channel publishing ecosystem, supported by tools such as AIDA for AI-assisted print design and MAS for audience analytics. With 16 years' experience applying AI to media production, Protecmedia positions itself as a long-term technology partner, helping publishers increase productivity, reduce cost and grow revenue as the industry evolves.

The Role

We are looking for a service-oriented professional with a strong technological mindset and excellent communication skills to join its Operations team in Baltimore, Maryland.

The position will support clients across the United States, Europe, and Latin America and offers significant opportunities for professional development. The successful candidate will provide technical and functional support to international clients in English and Spanish, perform initial troubleshooting, escalate issues when necessary, and follow cases through to resolution.

The role also involves collaborating with technical, development, and product teams to resolve complex issues and deliver practical solutions to client needs. In addition, the candidate will support the implementation and configuration of Protecmedia products under the supervision of senior consultants. This includes participating in client onboarding, system configuration, training, go-live activities, and coordination with clients and internal teams throughout the project lifecycle.

The candidate will also prepare clear and professional technical and functional documentation in both English and Spanish. The position may involve frequent travel to client locations, particularly within the United States, as well as international travel when required.

Key Skills, Knowledge and Abilities

• English and Spanish at Proficiency or native level.
• Ability to work from Baltimore, Maryland.
• Availability to travel frequently within the United States and internationally when required.
• Strong technological aptitude and interest in software and complex technical environments.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Proactive and customer-oriented mindset.
• Experience in consulting, implementation projects, technical support, or client-facing technology roles is preferred.
• Experience in software development, scripting, application configuration, integrations, databases, or technical troubleshooting is an advantage.
• Basic knowledge of systems, networks, APIs, databases, or enterprise software environments is desirable.
• Experience working with international or multicultural teams is valued.
• Experience in the media or publishing technology industry is an advantage but is not required.

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