Product Support Specialist (L3 Analyst)

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

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 30 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.

We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.

Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with Board Intelligent Planning Platform? Then join our global Support Team!

Board is looking for a highly analytical and self-motivated Product Support Specialist (L3 Analyst) on an afternoon shift (3 PM to 11 PM CEST). Reporting to the L3 Product Support Team Lead, you will work alongside our customers and business partners to enable their success using the Board Platform.

As a Product Support Specialist, you will acquire deep and extensive platform knowledge to become a Board platform ambassador and primary technical point of contact, both internally and externally. You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem solving.

Level 3 is in charge for investigations of complex incidents happening to our customers. These issues can occur both on the front-end/back-end components and requires a deep knowledge of the Board platform to carry on any troubleshooting and resolution activity.

Core responsibilities:

• 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

Requirements:

• Availability to work a regular Monday-to-Friday schedule from 3:00 p.m. to 11:00 p.m. CET
• Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field
• Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred
• Proven experience working in a customer support role using a case management platform
• Experience with Client/Server Operating Systems and Cloud solutions
• Knowledge of Network Management advantageous
• Familiarity with SQL and ODBC data source connections will be a plus
• Quick learner with the ability to understand and learn complex systems communicating with different stakeholders
• Ability to work against tight deadlines within an exciting environment
• Strong skills and passionate in critical thinking, decision making, problem solving, and attention to details
• Excellent written and verbal communication skills
• Proficiency in English

Our commitment to Diversity and Inclusion

Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!