Experteer Overview
Por favor, lea detenidamente la información de esta oferta de empleo para entender exactamente qué se espera de los posibles candidatos.
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 xqbhyrx 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