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 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