Technical Support Manager, L2/L3 — AI-Driven SaaS

TravelPerk; Barcelona; Presencial; EUR 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation and equity

Generous vacation and public holidays

Private healthcare or gym allowance

Life Insurance

Relocation support

Sabbatical after 5 years

Work from Anywhere days

English, Spanish and Catalan lessons

Descripción de la vacante

Perk is scaling its Spend Customer Care, seeking a hands-on technical leader to guide the Level 2 team and collaborate closely with Engineering. You will raise technical maturity, improve workflows, and empower care to resolve complex issues independently.

You will coach engineers and support staff, shape the L2/L3 collaboration model, and drive automation and AI-enabled improvements to scale technical support across our product areas.

Formación

• 5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care within a SaaS or tech environment, with at least 2+ years managing a team of engineers or technical support staff.
• Ability to read and reason about code (e.g., Python, JavaScript/TypeScript, Go) and discuss technical issues credibly with engineers.
• Familiarity with REST/GraphQL APIs and debugging tools.
• Experience working with engineering teams to file bug reports and influence product roadmaps.

Responsabilidades

• Lead L2 customer care: own the team handling the most complex escalations.
• Hire, coach, and grow a team of technically strong specialists; provide mentorship.
• Debug production issues alongside the team by inspecting logs, stack traces, and code paths.
• Own technical escalations between Customer Care and Engineering/product teams.
• Build tooling and runbooks to reduce recurring issues and improve incident response.
• Analyze ticket data and SLA trends; report insights to leadership.

Conocimientos

Technical leadership

Mentoring

Cross-functional collaboration

Software concepts

REST/GraphQL

Herramientas

Zendesk

Jira Service Management

Intercom

Postman

curl

Descripción del empleo

Perk is scaling its Spend Customer Care, seeking a hands-on technical leader to guide the Level 2 team and collaborate closely with Engineering. You will raise technical maturity, improve workflows, and empower care to resolve complex issues independently.

You will coach engineers and support staff, shape the L2/L3 collaboration model, and drive automation and AI-enabled improvements to scale technical support across our product areas.