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 / Ventajas - 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 customersResponsabilidades - 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 skillsRequisitos 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