Tech Support Lead - CRM & PMA en Madrid, España

Fifty5Blue is a global leader in media measurement and analytics, operating in more than 80 countries.

We bring clarity to complexity. Our independent, hybrid cross-media audience measurement combines trusted audience panels with large-scale data to establish a single, coherent view across platforms and markets. This gives content owners, advertisers, agencies and platforms the clarity and confidence to develop content and plan advertising decisively.

With deep expertise across global media systems, we design integrated, comparable measurement frameworks that support a more consistent and accountable media market.

Job Title: Tech Support Lead – CRM & PMA

Location: Spain, Madrid

Employment Type: Permanent

Area: IT – Development

#LI-Hybrid #LI-EH1

* This is a full-time permanent position, based in our Madrid office. We operate on a hybrid working arrangement and require a minimum of 2 days in the office. We welcome all applications from those with the legal right to live and work permanently in the EU, without requiring VISA sponsorship now or in the future.

Overview:

Fifty5Blue is undertaking a major transformation of its Audience operations. We are redesigning our global operating model and processes, enabled by the rollout of a new global CRM platform (Microsoft Dynamics 365 – Customer Service and Field Service) and a panellist-facing application (the Panel Member App, PMA). This programme will fundamentally reshape how we engage, manage, and scale our panel community—improving data integrity, operational efficiency, and the overall panel member experience. The PMA is an internally developed solution, and both platforms are being delivered in partnership with a third-party systems integrator. As part of this transformation, we are building a global L1/L2/L3 support capability to ensure stability, performance, and adoption across markets.

Key Responsibilities

• Lead management, development and day-to-day L2/L3 support operations across CRM, Panel Member App and integrations in a live production environment
• Drive incident triage, prioritisation and resolution across a high-volume, reactive operational landscape (e.g. call centre and field operations)
• Diagnose and resolve complex issues across distributed systems (CRM, mobile, APIs, backend and data layers), using logs, monitoring tools and telemetry, and perform root cause analysis across application, integration, data, infrastructure or security domains
• Act as the primary technical interface with the systems integrator (Vendor Team), diagnosing issues and coordinating timely, high-quality fixes across platforms
• Engage with operational teams, Product Owners and regional stakeholders to prioritise issues and communicate clear root causes, business impact and resolution actions
• Support release cycles and environment stability across Dev, QA, UAT and Production, identifying and resolving issues arising from deployments
• Ensure platform stability, performance and consistency during global rollout and post-deployment stabilisation.
• Shape and enforce development standards, code quality patterns, documentation practices, and the responsible use of AI-assisted tooling.
• Lead and mentor a Senior Developer (1 FTE) and an external support team (~6 FTE), building strong capability in diagnostics, troubleshooting and cross-system analysis
• Drive continuous improvement in support processes, tooling and operational performance, including effective use of monitoring and observability tools

Requirements

Experience & Leadership

• 7+ years’ experience in software engineering or production support, including experience leading L2/L3 support teams
• Proven experience operating in live, business-critical production environments

Production Support & Diagnostics (Critical)

• Strong experience in L2/L3 support within complex, distributed systems
• Exceptional diagnostic and troubleshooting capability across multi-system environments
• Experience operating in reactive, high-volume operational environments (e.g. customer-facing platforms, call centre or field operations)

Technology & Systems

• Strong experience troubleshooting Microsoft Dynamics 365 and Power Platform environments
• Experience working with integration architectures (REST APIs, GraphQL, event-driven systems)
• Exposure to mobile applications (iOS/Android) and operational platforms such as telephony or field service systems
• Experience using monitoring, logging or observability tools in production environments

Technical Breadth

• Broad understanding of applications, data, infrastructure and security domains in enterprise systems
• Experience working in complex environments combining modern and legacy technologies

Working Model

• Experience working with third-party systems integrators in delivery and support models
• Ability to operate effectively across distributed, cross-functional global teams

Communication & Capability

• Strong communication skills, with the ability to clearly explain technical issues to both technical and non-technical stakeholders
• Strong analytical and problem-solving skills

Nice to Have:

• Experience supporting Dynamics 365 at scale in multi-market environments
• Experience in MS Azure DevOps
• Experience with observability and monitoring frameworks
• Experience in large-scale transformation or platform rollout programmes

Languages:

• English (Advanced – Mandatory).

Our offer

Our specialist expertise, pioneering technology and commitment to innovation provide the ideal environment for career growth.

Want to have a real-world impact? Help us deliver the trusted data that informs decisions in content and advertising across the world.

When you join us, you’ll gain the benefit of our global reach, advanced technical innovation and deep expertise. We’ll support you with training and career development opportunities. Become part of a community of passionate, dedicated professionals.

Why join Fifty5Blue?

We pride ourselves on understanding people, and what makes us think and act the way we do.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Fifty5Blue.

Privacy and Legal Statement

PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by Fifty5Blue. Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities at Fifty5Blue. For full details of our privacy policy please visit