This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in Spain. Join a fast-growing, AI-powered customer communications environment where technical expertise and customer experience go hand in hand. As a Technical Support Specialist, you will investigate complex issues across a communications platform spanning telephony, messaging, integrations, APIs, analytics, and AI-powered features. You will act as a second-level support resource, helping customers resolve challenging technical problems while collaborating with Product, Engineering, and external technology partners. Your work will involve hands-on debugging, live customer troubleshooting, and translating technical findings into clear, actionable guidance. You will also contribute to internal knowledge sharing, support team enablement, and continuous improvements in platform reliability. Working within a globally distributed, follow-the-sun support organization, you will gain exposure to a broad ecosystem of SaaS, CRM, automation, and telecommunications technologies. Accountabilities: As a Technical Support Specialist, you will own escalated technical investigations, deliver effective customer support, and collaborate across teams to resolve issues and improve the overall product experience.
- Technical Troubleshooting: Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging functionality, analytics, and reporting.
- CRM and Third-Party Integrations: Diagnose integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday. com.
- API and Webhook Analysis: Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems.
- Diagnostic Tools: Use Postman, browser developer tools,



and HAR files to investigate platform behavior and reproduce reported issues.

- Messaging Support: Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems.
- AI Feature Support: Investigate issues affecting AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior.
- Platform Configuration: Help customers resolve call flow, phone number, permissions, and feature configuration issues.
- Customer Communication: Lead live troubleshooting sessions when necessary, explain technical findings in accessible language, and maintain clear communication throughout investigations, especially for high-impact cases.
- Cross-Functional Collaboration: Work with Product and Engineering teams to reproduce bugs and diagnose platform issues, coordinating with external CRM providers and telecommunications partners when required.
- Internal Enablement: Train frontline support teams on troubleshooting methods and escalation best practices, and create and maintain internal documentation and knowledge base articles.
- Continuous Improvement: Identify recurring issues, recommend improvements to support processes, and contribute to enhanced platform reliability.

Requirements:
The idóneo candidate combines practical technical support experience with strong analytical thinking, customer communication skills, and the ability to investigate complex issues across interconnected SaaS platforms.
- Experience in a technical support role within a SaaS, telecommunications, or platform-based company.
- Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems methodically.
- Hands-on experience working with APIs and webhooks.
- Familiarity with Postman or comparable API testing tools.
- Experience investigating browser behavior using developer tools or HAR files.
- Excellent written and verbal communication skills in English.

📌 Technical Support Specialist (España)
🏢 Jobgether
📍 España