Product Support Specialist

BizAway; Barcelona; Híbrido; EUR 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

40h/week

Hybrid Barcelona

Equity in company

Stock options

Grow with scale-up

Entrepreneurial development

Multicultural team

Collaborative environment

Free coffee and beers

Descripción de la vacante

BizAway in Barcelona is seeking a technically skilled, customer-oriented Product Support specialist to join our growing SaaS team. You will handle client-facing technical support requests, act as main contact for product and platform issues, and help troubleshoot with clarity and pace.

If you communicate well in English (Italian a plus) and can translate complex tech details for non-technical users, you will thrive here.

Formación

• Experience in client-facing technical support or SaaS support.
• Strong customer orientation and clear communication.
• Able to explain technical topics to non-technical users.
• Proficient with Jira or similar ticketing systems.
• Familiar with APIs, logs and basic troubleshooting.
• Good written and verbal communication; English essential; Italian a plus.

Responsabilidades

• Handle client-facing technical support requests via Jira with clear, timely responses.
• Be main contact for product and platform-related technical issues.
• Troubleshoot issues, determine if guidance, configuration, bugs or limitations are involved.
• Collect all info before escalation: screenshots, logs, steps to reproduce, impact.
• Escalate to Product/Engineering with priority and context.
• Keep clients updated through the resolution process until closure.
• Translate technical details into client-friendly communication.
• Identify recurring issues and provide structured feedback for product improvement.
• Contribute to FAQs, support guidelines and internal docs.

Conocimientos

Jira

Customer focus

Problem solving

Communication

English

Italian

API basics

Cursor

Claude

Logging

Herramientas

Cursor

Claude

APIs

Descripción del empleo

About BizAway

Here at BizAway, we Deliver the Future of Travel.

About BizAway

Here at BizAway, we Deliver the Future of Travel.

We are a solid international company with strong ambitions and great expertise. With a focus on sustainability, we support companies on a daily basis, enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes.

We know that success comes from People and deserves to be recognized. Proactivity and reliability, collaboration and communication are the core values of our culture.

If you like challenges and would love to be part of one of the fastest growing B2B scale-ups, then BizAway is the company you have been looking for.

We are looking for

We are looking for a technically skilled, customer-oriented and proactive Product Support specialist (m/w/d), eager to contribute to the growth and success of BizAway by supporting our clients with clear, effective and reliable technical assistance.

Your role in BizAway

• Manage client-facing technical support requests through Jira, ensuring timely, clear and accurate responses.
• Act as the main point of contact for clients on product and platform-related technical issues.
• Analyze and troubleshoot client issues, identifying whether they are related to user guidance, configuration, platform behaviour, bugs or product limitations.
• Collect all relevant information before escalation, including screenshots, logs, steps to reproduce, expected behaviour, actual behaviour and business impact.
• Escalate complex or confirmed issues to Product or Engineering with clear priority and complete context.
• Keep the client updated throughout the resolution process, ensuring ownership and follow-up until closure.
• Translate technical information into clear client-facing communication.
• Identify recurring client issues and share structured feedback internally to support product improvement.
• Contribute to FAQs, client-facing support guidelines and internal troubleshooting documentation.

Your Basic Qualifications

• Previous experience in client-facing technical support, SaaS support, product support or similar roles.
• Strong customer orientation, empathy and ability to manage client expectations with clear and timely communication.
• Solid problem-solving skills, with a structured approach to investigating, reproducing and documenting technical issues.
• Ability to explain technical topics in a simple and clear way to non-technical users.
• Proficiency with Jira or an equivalent ticketing platform.
• Good familiarity with Cursor and Claude.
• Good familiarity with APIs, logs and basic technical troubleshooting.
• Ability to collect and organize all relevant information for escalation, including screenshots, steps to reproduce, expected behaviour, actual behaviour, impact and urgency.
• Excellent written and verbal communication skills; you know how to collaborate effectively with internal teams when escalation is required.
• Strong ownership, attention to detail and follow-up mindset.
• Confidence with English (Italian a plus).

We are also interested in

• Experience in the travel industry or in enterprise settings.
• Knowledge of programming basics will help you perform at your best.

Our offer

• Contract type: Permanent
• Working hours: Full-time - 40h/week, from Monday to Friday
• Hybrid Barcelona: We love the focus of remote work, but we also value the magic of high-bandwidth, in-person collaboration. You can work from home most of the time, but we expect you to swing by our Barcelona office a couple of times a week to brainstorm and grab a coffee with the team.
• Salary: Attractive compensation, including equity in the company
• Equity in the company (stock options plan)
• A seat on a scale-up with skyrocketing growth
• Development of your entrepreneurial spirit, having the chance to implement real-impact business decision
• Multicultural and international team
• Collaborative and smart environment to work and learn
• Free coffee to kick-start your day and free beers to celebrate together

BizAway avoids any discrimination based on age, gender, sexual orientation, health status, nationality, political opinions, and religious beliefs in all decisions affecting personnel selection.