Bilingual Product Support Specialist — EN/ES

Hbx Group; Madrid; Presencial; EUR 28.000 - 43.000; Jornada completa

Descripción de la vacante

HBX Group seeks a Product Support Specialist for the Product Operations team to resolve technical issues and improve hotel tech support and tooling. You will handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear, empathetic communication.

The ideal candidate has experience in technical support or SaaS, basic HTML/JSON/XML, and logs interpretation, plus proficiency with Kibana, Zendesk, JIRA, and Microsoft 365.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• Reading and interpreting logs and API errors
• HTML (basic/intermediate) JSON (structure and validation) XML - TXT (structure and validation)
• Tools: Kibana (Dashboard & Discover), Zendesk, JIRA, Microsoft 365, File Zilla, etc

Responsabilidades

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• Escalate well-documented technical issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools when needed.
• Guide and support clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of our products to ensure they work as expected.
• Collaborate in improving the quality, stability, and efficiency of our technical support.

Conocimientos

Technical support experience

IT customer service

SaaS environments

Log analysis

Clear communication

Herramientas

Kibana

Zendesk

JIRA

Microsoft 365

FileZilla

Descripción del empleo

HBX Group seeks a Product Support Specialist for the Product Operations team to resolve technical issues and improve hotel tech support and tooling. You will handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear, empathetic communication.

The ideal candidate has experience in technical support or SaaS, basic HTML/JSON/XML, and logs interpretation, plus proficiency with Kibana, Zendesk, JIRA, and Microsoft 365.