Hospitality Tech Support Specialist

Hotelbeds Group; Palma; Presencial; EUR 38.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ongoing training

International client exposure

Career development

Multicultural environment

Descripción de la vacante

Civitfun is seeking a Product Support Specialist to assist hotels with technical issues and improve our support model. You will handle client requests, analyze problems from logs, and provide clear diagnoses to ensure high‑quality hotel care. The role involves working with a global clientele and collaborating on process improvements.

Ideal candidates have experience in SaaS support, strong HTML/JSON/XML skills, and the ability to communicate complex concepts simply in English and Spanish.

Formación

• Experience in technical support or SaaS environments preferred.
• Proficient in HTML, JSON and XML with ability to read logs and API errors.
• Familiarity with Kibana, Zendesk, JIRA and related tools.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear follow-up.
• Analyze issues by reading logs and error messages to diagnose causes.
• Use Kibana dashboards to monitor system behavior and patterns.
• Review responses and log traces during troubleshooting with Bruno.
• Provide initial technical diagnoses for PMS interactions.
• Escalate documented issues to development via JIRA.
• Guide clients in technical processes and correct usage of solutions.
• Monitor workflows of Online Check-in and related products for reliability.
• Collaborate to improve quality, stability, and efficiency of support.

Conocimientos

HTML

JSON

XML

Logs interpretation

Kibana

Bruno

Zendesk

JIRA

Microsoft 365

FileZilla

Herramientas

Kibana

Bruno

Zendesk

JIRA

Microsoft 365

FileZilla

Descripción del empleo

Civitfun is seeking a Product Support Specialist to assist hotels with technical issues and improve our support model. You will handle client requests, analyze problems from logs, and provide clear diagnoses to ensure high‑quality hotel care. The role involves working with a global clientele and collaborating on process improvements.

Ideal candidates have experience in SaaS support, strong HTML/JSON/XML skills, and the ability to communicate complex concepts simply in English and Spanish.