Tech Support Specialist at leadtech

, , Spain -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Troubleshooting, Log Analysis, API, JSON, JavaScript, Python, Prompt Engineering, Generative AI, LLMs, Jira, Zendesk, Data Analysis, Configuration Management, Communication

Industry

Software Development

Description

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The TechSupport Customer Service Specialist combines excellent customer service skills with a solid technical foundation — capable of managing complex cases, analyzing data and logs, and coordinating with development teams while keeping the customer experience at heart. The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction. MAIN RESPONSIBILITIESCustomer 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 escalate 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. 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. 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.

Responsibilities

The specialist will handle customer inquiries via ticketing systems, classifying and prioritizing issues while ensuring high-quality communication and adherence to service standards. Key technical duties involve performing initial assessments by reviewing logs and configurations, executing basic platform configurations, and collaborating with the Development team for complex escalations.