Product Support Specialist (M/W/D)

Hbx Group; Vitoria; Presencial; EUR 25.000 - 42.000; Jornada completa

Descripción de la vacante

HBX Group, a leading technology partner for travel, is seeking a Product Support Specialist for our Product Operations team in Vitoria, Spain. You will resolve technical and functional client issues, analyze data, and contribute to improving our support model and hotel care.

You’ll handle requests from receptionists, hotel managers, and IT teams, using Zendesk, Kibana and JIRA to deliver clear diagnoses and timely resolutions, with a focus on reducing resolution times.

Formación

• Experience in technical support, IT customer service, or SaaS environments.
• Solid knowledge of HTML/JSON/XML and log interpretation.
• Ability to diagnose functional or integration issues with clear communication.
• Familiarity with hotel tech platforms is a plus.
• Strong Spanish and good English communication.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear follow-up.
• Use Kibana to analyze system behavior from Dashboard and Discover views.
• Escalate well-documented issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools.
• Guide clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of products like Online Check-in, Police Report, Guestlink.
• Collaborate to improve quality, stability, and efficiency of technical support.

Conocimientos

HTML

JSON

XML

Reading logs

API errors analysis

Troubleshooting

Herramientas

Kibana

Zendesk

JIRA

Microsoft 365

FileZilla

Bruno

Opera Cloud

OHIP

Noray

Winhotel

Timón Hotel

QuoHotel

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. 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. 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.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 usageWe'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.

Key Responsibilities

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• 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.
• 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.
• 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).
• Ongoing training in internal tools, technical flows, and product knowledge.

Are you passionate about technical support and hotel tech?