Senior Technical Support Specialist

All Cares; España; A distancia; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Senior Technical Support Specialist to join their Customer Support team. This fully remote role involves handling L2 support requests, troubleshooting integration issues, and escalating complex problems. Candidates should have 3+ years in B2B SaaS support and excellent communication skills. A customer-first mindset and familiarity with tools like Intercom and JIRA are essential. Enjoy a collaborative culture and make an impact in a small team.

Servicios

Remote-first team

Collaborative culture

Fast-moving product

Formación

• 3+ years of L1/L2 experience in a B2B SaaS environment.
• Strong familiarity with tools like Intercom, JIRA, Confluence, Notion.
• Ability to reproduce issues and communicate technical steps clearly.
• Comfortable with basics of HTTP, DNS, cookies, JSON, APIs.

Responsabilidades

• Handle L2 support requests via live chat, email, and ticket queue.
• Troubleshoot browser-based and integration issues using console/network logs.
• Escalate bugs or complex issues with clear documentation.
• Update internal knowledge base and contribute to product documentation.

Conocimientos

B2B SaaS experience

Troubleshooting skills

Customer-first mindset

Excellent written and spoken English

Herramientas

Intercom

JIRA

Confluence

Postman

Descripción del empleo

About Us

Scaleo is a fast-growing SaaS company on a mission to build the best affiliate marketing software on the market. Our platform powers affiliate programs for clients across Europe, the UK, the US, Asia, and Australia, processing millions of daily requests and trusted by thousands of users.

We were recognized as a High Performer by G2 (Summer 2024) and we're just getting started. If you're passionate about great software, fast-paced teams, and helping customers succeed - we'd love to meet you.

About the Role

We're looking for a Senior Technical Support Specialist to join our Customer Support team. You'll be our line of defense, helping users via live chat, email, and tickets — solving issues, answering questions, and making sure users have a smooth and successful experience with Scaleo.

This role is ideal for someone with a technical mindset, experience in B2B SaaS support, and a genuine desire to help customers - even when things get a bit tricky.

What You'll Be Doing

• Handle L2 support requests (live chat, email, and ticket queue)

• Troubleshoot browser-based and integration issues using console/network logs, Postman, etc.

• Escalate bugs or complex issues to Dev or QA teams with clear documentation

• Update internal knowledge base and contribute to product documentation

• Become an expert on Scaleo's platform and domain-specific tools like tracking links, postbacks, and event attribution

• Work closely with Product, Engineering, and Customer Success to ensure a great customer experience

  
  

What We're Looking For

Must‑Haves:

• 3+ years of L1/L2 experience in a B2B SaaS environment

• Strong familiarity with tools like Intercom, JIRA, Confluence, Notion

• Ability to reproduce issues, log findings, and communicate technical steps clearly

• Comfortable with basics of HTTP, DNS, cookies, JSON, APIs (Postman or curl)

• Excellent written and spoken English

• Customer‑first mindset with active listening, clear writing, and patience

Nice‑to‑Haves:

• Experience with affiliate marketing, iGaming, or affiliate tracking platforms

• Additional languages (Spanish, Portuguese) are a plus

  
  

Why You'll Love Working at Scaleo

• Remote‑first team

• A collaborative culture that values autonomy and initiative

• Fast‑moving product that's solving real customer problems

• Small team, big impact - your work will be seen and appreciated