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, multicultural and fr

📌 Product Support Specialist (Barcelona)
🏢 Factorial
📍 Barcelona