Senior Product Support Engineer (Engineering – Spain – Barcelona – Full Time / Remote) As a Senior Product Support Engineer you will own complex technical escalations within one of our core product verticals, either non‑integrated products or integrations. Acting as the bridge between Customer Operations and Engineering, you will determine the root cause of issues, implement fixes or route them to the appropriate team, ensuring the customer experience is maximized.

Responsibilities

Lead investigation and resolution of complex product escalations, driving them to conclusion or escalating with a clear root cause.

Monitor product data health proactively, identifying and resolving accuracy issues before they surface to customers.

Mentor team members on technical approach and share knowledge across the team.

Own and maintain technical documentation in Confluence to enable Customer Operations to resolve issues independently.

Work closely with Engineering and Product teams to align on root causes and prioritize fixes.

Spot patterns in recurring issues and propose structural fixes that reduce future volume.

Contribute to the team's automation and AI tooling layer, building workflows that improve overall effectiveness.

Qualifications

3+ years of proven experience in a product support or engineering role.

Ability to read, debug, and work with Python and SQL using AI tools.

Comfortable working with AI‑assisted workflows (Claude Code or equivalent).

Hands‑on experience with support and documentation tools such as Jira and Confluence.

Exceptional troubleshooting skills and analytical thinking, comfortable working across unfamiliar systems and products.

Clear and effective communication, capable of translating technical details for both technical and customer‑facing audiences.

Ownership mindset:



take initiative on escalations and pull others in when needed.

Motivation to find root causes over ticket closure.

Fluency in English, both written and spoken.

Preferred Skills (Nice to Have)

Experience writing Python, beyond reading and debugging.

Experience building or maintaining AI‑assisted workflows or automations in a support or engineering context.

Experience with JavaScript.

Advanced experience with Jira and Confluence, such as creating automation rules or custom reporting.

Familiarity with Looker for reporting and data insights.

Familiarity with the hospitality industry or hotel technology landscape.

Understanding of hotel‑related data or PMS systems.

Benefits

Flexible working environment: remote or at a general office.

Flexible time‑off with autonomy to manage balance.

Health & wellness support including Alan Healthy benefits and comprehensive health insurance.

Optional tax‑free payroll deductions for food, transportation, and nursery.

Well‑being support: subsidised up to 80% ClassPass subscription.

Career development: workshops, frameworks, tools, training, and processes.

Competitive compensation and referral bonuses.

Diversity, Equity, Inclusion, and Belonging We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we’ve described, but you’re passionate about what we do and are a quick learner, we’d love to hear from you!

📌 Senior Product Support Engineer (Madrid)
🏢 The Hotels Network
📍 Madrid