Technical Support Manager Madrid / Hybrid | FERO

About FERO FERO is a fast-growing SaaS company helping eCommerce brands improve one of the most critical parts of their business: checkout.

We focus on reducing friction, increasing conversion, and delivering measurable impact for our customers.

As we scale, we’re building a team that takes ownership, moves with urgency, and is deeply committed to product quality and customer experience.

Why Join FERO High ownership and direct impact on product and customer experience
Close collaboration with product and engineering
Fast-paced environment with minimal bureaucracy
Opportunity to build and shape the support function from an early stage

The Role As Technical Support Manager, you will play a key role at the intersection of customers, product, and engineering.

You will own the support function end-to-end, ensuring that customer issues are clearly understood, effectively prioritised, and resolved with speed and precision.

You will translate customer feedback, incidents, and technical issues into structured insights that directly inform product decisions.

This role reports into the Product team and works closely with engineering to ensure that what we build reflects real customer needs.

What You’ll Do Own the full support lifecycle, from initial customer contact through to resolution and post-incident review
Triage and structure incoming issues into clear, actionable tickets for product and engineering
Act as the voice of the customer in product discussions, identifying patterns, recurring issues, and critical blockers
Build and scale support processes, workflows,



and documentation (knowledge base, internal playbooks)
Partner with Product on prioritisation, SLAs, and communication around releases and fixes
Manage incident communication with customers in a clear, calm, and professional manner
Identify systemic issues and proactively drive improvements in both product and processes

What We’re Looking For Experience in customer or technical support within a SaaS environment
Excellent English communication skills (written and spoken)
Comfortable analysing API logs, JSON responses, and error messages (no coding required, but strong technical understanding)
Strong organisational and prioritisation skills, with the ability to manage multiple concurrent issues
Experience with tools such as Jira, Linear, Intercom, Zendesk, or similar
A structured and analytical mindset, with a focus on identifying root causes
Ability to operate effectively in a fast-paced, evolving environment

Nice to have:
Experience in eCommerce, payments, or checkout-related products
Experience building support processes or functions from scratch

Who You Are A clear and effective communicator who builds trust with customers and internal teams
Technically literate, able to bridge the gap between business and engineering
Proactive and self-driven, with a strong sense of ownership
Calm and composed under pressure, especially during incidents
Comfortable working in ambiguity and building structure where it does not yet exist

Hiring Process Our process consists of three steps: an initial screening interview, a second interview with the Product team, and a final conversation with the CEO.

📌 Technical Support Manager (Madrid)
🏢 Talent
📍 Madrid