Experteer Overview
In this role, you will lead the technical evolution of Perk’s Spend Customer Care, shaping a high‑performing L2/L3 support function. You’ll work closely with Engineering to improve tooling, workflows, and outcomes, and coach a technically proficient team to resolve complex issues and drive product quality. The role combines hands-on debugging, incident coordination, and process automation to scale support for a fast‑growing product area. You’ll be a bridge between care and engineering, influencing the roadmap with support insights.

Compensaciones / Incentivos
• Lead L2 customer care for the most complex escalations
• Hire, coach, and grow a team of technically strong specialists
• Debug production issues with the team (code paths, stack traces, databases)
• Investigate logs to differentiate bugs from configuration/data issues
• Own escalations between customer care and engineering/products
• Drive thorough resolution with metrics like time-to-resolution and repeat-issue rates
• Build tooling, runbooks, and self-service resources
• Analyze ticket data, SLA/SLO performance,



and escalation patterns for leadership
• Coordinate incident response and translate technical impact for customers

Responsabilidades
• 5+ years in Technical Support, Product Support, or Engineering-adjacent roles in SaaS/tech
• 2+ years of people management experience
• Ability to read and reason about code (Python, JavaScript/TypeScript, Go)
• Familiarity with REST/GraphQL APIs and tools (Postman, curl)
• Understanding of system architecture concepts
• Experience with ticketing/incident platforms (Zendesk, Jira Service Management, Intercom)
• Track record of managing L2/L3 support and escalation processes
• Experience collaborating with engineering teams and influencing product roadmap
• Strong written and verbal communication skills

Requisitos principales
• Competitive compensation and equity
• Generous vacation and holidays
• Private healthcare or gym allowance
• Life insurance
• Sabbatical after 5 years
• Relocation support

📌 Technical Support Manager - Spend (Barcelona)
🏢 Perk
📍 Barcelona