We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments.
The adecuado candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.
Main Responsibilities
Customer Support & Case Management
Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy
Classify and prioritize issues based on urgency, business impact, and technical complexity
Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)
Document case details thoroughly, maintaining traceability and clarity for escalations or audits
Technical Analysis & Troubleshooting
Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data
Analyze logs and other system outputs to detect causes, errors, or inconsistencies
Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms
Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting
Collaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently
Escalation & Collaboration
Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context
Participate in regular syncs with Product, QA,



and Data teams to identify recurring problems and process improvements
Process & Knowledge Improvement
Identify recurring issues or process gaps and propose preventive or optimization actions
Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing
Support the onboarding and training of new CS members in technical aspects of tools and platforms
Collaborate with cross‑functional teams on initiatives that enhance the merchant experience and streamline operations
Requirements
Education & Experience
At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments
Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms)
Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required)
Technical Knowledge
Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus
Experience in user access management, system permissions, and basic platform configuration
Familiarity with CRM systems,



automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus
Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging
Familiarity with n8n is a plus
Strong proficiency in JavaScript (basic development level required); Python is a plus
Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA
Experience with Cursor IDE AI is a plus
Skills
Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting
Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory
Proven ability to work autonomously while maintaining close collaboration with cross-functional teams
Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success
Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast‑paced environment
Benefits
WHY JOIN US
Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success
Work in a collaborative, innovative environment that values continuous learning and shared knowledge
Gain hands‑on experience with cutting‑edge systems, integrations, and automation tools that drive operational excellence
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📌 Tech Support Specialist (España)
🏢 Leadtech Group
📍 España