L3 Product Support Specialist (Afternoon Shift CET)

Board; Madrid; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Board is seeking a highly analytical and self-motivated Product Support Specialist (L3 Analyst) to join our global Support Team in Madrid. You will become the primary technical contact for customers and partners, delivering value through proactive problem solving and deep platform knowledge.

The role requires strong English communication, SaaS/EPM experience, and the ability to manage complex incidents while collaborating with cross-functional teams. Afternoon shift: 3 PM to 11 PM CET.

Formación

• Bachelor's or Master's in MIS, Computer Science, Mathematics, or related field.
• Experience in SaaS and Enterprise Performance Management (EPM) software preferred.
• Prior customer support experience with case management software.
• Excellent written and verbal communication in English.
• Ability to learn complex systems and communicate with stakeholders.
• Ability to meet deadlines in a dynamic environment.

Responsabilidades

• Investigate issues raised by Board users while using mission critical solutions.
• Work on open product related cases while focusing on root cause analysis and troubleshooting.
• Communicate with customers via email, calls, and ticketing platform on a daily basis.
• Regularly communicate progresses and statuses of investigations and fixes to several stakeholders.
• Research and document issues as Knowledge Base articles.
• Attend and support implementation projects onsite when required.
• Collaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales and Sales Consultants to resolve highly complex technical issues related to solution deployment.
• Meet Board's Premium Support obligations to customers and ensure adherence thereto.

Conocimientos

SaaS experience

Customer support

Problem solving

Communication skills

Team collaboration

English proficiency

Educación

Bachelor's/Master's in MIS/CS/Math/related field

Herramientas

SQL

ODBC

Cloud solutions

Windows/Linux

Descripción del empleo

Board is seeking a highly analytical and self-motivated Product Support Specialist (L3 Analyst) to join our global Support Team in Madrid. You will become the primary technical contact for customers and partners, delivering value through proactive problem solving and deep platform knowledge.

The role requires strong English communication, SaaS/EPM experience, and the ability to manage complex incidents while collaborating with cross-functional teams. Afternoon shift: 3 PM to 11 PM CET.