Product 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

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game‑changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech‑driven, with a customer‑first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

Job Description

Who We Are At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check‑in, enables hotels to offer a smooth, contactless, and personalized experience to their guests. We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high‑quality technical support, aligned with the excellence of our products.

What Will You Do in This Role?

As a Product Support Specialist in the Product Operations team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage. We're looking for someone analytical, goal‑oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support. You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well‑founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution.

Key Responsibilities

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well‑documented follow‑up.
• Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• Use Bruno to review responses and log traces during technical troubleshooting.
• Detect failure points in communication between PMS and our systems, providing an initial technical diagnosis.
• 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 (Online Check‑in, Police Report, Guestlink, etc) to ensure they work as expected.
• Collaborate in improving the quality, stability, and efficiency of our technical support.

Ideal Profile

Previous experience in technical support, IT customer service, or SaaS environments.

Required technical skills

• HTML (basic/intermediate)
• JSON (structure and validation)
• XML - TXT (structure and validation)
• Reading and interpreting logs and API errors
• Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla, etc

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‑demands 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).

What We Offer

Join a technical and multidisciplinary team in a growing company. Ongoing training in internal tools, technical flows, and product knowledge. Opportunity to work with international clients and solve high‑impact real‑world cases. A collaborative, dynamic environment with a focus on continuous improvement.

Are you passionate about technical support and hotel tech? Join Civitfun and help us become one of the most highly rated support teams in the hospitality industry.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider.

We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment. Have the opportunity to build strong and lasting business relationships and friendships from around the world. Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

In case you didn’t know, we’re one of the world’s leading travel tech businesses. We’re game‑changers, disruptors and the people who connect the world’s travel players, the glue that bonds us all together.

What do we do?

1. 01 We buy room nights from hotels that we sell on to our network of high value clients such as tour operators and travel agents.
2. 02 We use our innovative tech platforms to distribute these room nights to our clients, who sell them on to the end customer.
3. 03 We can also offer experiences (like excursions, theme park tickets and other fun stuff) and transport options to our clients so they can make amazing packages for their customers.
4. 04 We help our partners to grow – because when they grow, we grow.

3000+ Awesome People 88 Different Nationalities 300k Hotels Worldwide 60k High Value Clients 1 Team 1 Culture 1 Mission 140 Source Markets Worldwide

Now more than ever, ESG is critical to our business, and we don’t just talk about it, we put our words into action. We’ve joined Amazon and The Climate Pledge to become net zero carbon by 2040, a decade ahead of the Paris Climate Agreement. We’ve been certified as carbon neutral for four years on the row. We’re committed to protecting the environment in all the places we work. We support the economic and social development of our regions through our Corporate Volunteering Programme. We respect human rights and work hard to make sure we don’t commit any violations.