Hospitality SaaS Technical Support Specialist

hotelbedsgroup; Islas Baleares; Presencial; EUR 38.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ongoing training in internal tools

Work with international clients

Descripción de la vacante

HBX Group in Mallorca seeks a Product Support Specialist for its Product Operations team. You will resolve technical and functional issues reported by clients, while helping improve the support model, hotel care and tool usage with clear, empathetic communication.

You will handle tickets via Zendesk, analyze logs with Kibana, review traces with Bruno, and escalate via JIRA. Experience with SaaS support and PMS systems is valued.

Formación

• HTML (basic/intermediate)
• JSON (structure and validation)
• XML - TXT (structure and validation)
• Reading and interpreting logs and API errors
• Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla
• Ability to provide clear, structured technical diagnoses for functional or integration-related issues
• Excellent written communication, empathy, and ability to translate technical concepts for non-technical users
• Ability to multitask in a dynamic, high-demand environment, focused on results and goal achievement
• Adaptable profile, comfortable with frequent changes and evolving workflows, processes, and priorities
• Experience or functional knowledge of PMS like Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued)
• High level of Spanish (spoken and written)
• Intermediate to high level of English (spoken and written)

Responsabilidades

• Manage tickets via Zendesk with clear, well-documented follow-up
• Analyze technical issues by reading logs and error messages
• Use Kibana to analyze system behavior via Dashboard & Discover views
• Use Bruno to review responses and log traces during troubleshooting
• Detect failure points in PMS communications and provide initial diagnoses
• Escalate well-documented issues to the development team via JIRA
• Review and adjust configurations involving HTML structures in our tools
• Guide and support clients in technical processes and ensure correct usage of our solutions
• Monitor workflows of products like Online Check-in, Police Report, Guestlink for correct operation
• Collaborate to improve the quality, stability, and efficiency of technical support

Conocimientos

HTML

JSON

XML

Logs & API errors

Kibana

Bruno

Zendesk

JIRA

Microsoft 365

FileZilla

Clear technical diagnoses

Empathy

Multitasking

Herramientas

Bruno

Kibana

Zendesk

JIRA

Microsoft 365

FileZilla

Descripción del empleo

HBX Group in Mallorca seeks a Product Support Specialist for its Product Operations team. You will resolve technical and functional issues reported by clients, while helping improve the support model, hotel care and tool usage with clear, empathetic communication.

You will handle tickets via Zendesk, analyze logs with Kibana, review traces with Bruno, and escalate via JIRA. Experience with SaaS support and PMS systems is valued.