Hello ?

At Factorial we are looking for a Product Support Specialist for our office in Barcelona to help us take the company to the next level. ?

A candidate who shares our passion for excellence and approaches the technical support role with a user-first mentality. The perfect candidate is a technically skilled person with strong troubleshooting abilities and good organizational skills.

The Role ?

• Learn the Factorial’s platform in detail
• Diagnostic and triage of complex issues and report them to the Development team
• Manage a queue of incidents in an effective way based on SLAs and defined prioritization formula
• Consolidate knowledge base to improve first-level resolution and workflows
• Help improve internal training for the Customer and Product Support Team
• Work alongside Customer Experience teams as a Main Point of Escalation
• Build reports and dashboards to track case trends and identify the top customer issues
• Help improve the Factorial product by suggesting enhancements

Your Profile ?

• 2+ Years Experience in a similar role,



preferably in a SaaS company
• Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff
• Be able to communicate effectively with customers and internal teams.
• Highly skilled at researching, troubleshooting and solving complex issues Experience and understanding in the following technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plus
• Experience with ticketing system such as Jira, HubSpot is a plus
• Experience in monitoring and logging tools such as Datadog, Sentry, ES, etc
• Ability to work under pressure and adapt to a fast-changing environment
• Good team player, resolutive and proactive
• Passionate about the continuous improvement of processes, as well as excellence-oriented
• Fluent English are required for the role Spanish is a plus

Perks of being part of Factorial ?

• High growth, m

📌 Product Support Specialist (Barcelona)
🏢 Factorial
📍 Barcelona