We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments.

The idóneo 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 (Madrid)
🏢 Leadtech Group
📍 Madrid