Technical Support Manager: Lead L2/L3 with Engineering Impact

Perk; Barcelona; Híbrido; EUR 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity ownership

Vacation days

Private healthcare

Life Insurance

Relocation support

Descripción de la vacante

Perk is seeking a hands-on Technical Support Manager to lead the Level 2 team, bridging Customer Care and Engineering. You will elevate technical maturity, improve workflows and tooling, and empower the team to resolve increasingly complex issues with autonomy.

You will coach and mentor engineers, shape automation and AI usage in support, and help define the future of Perk's technical support culture. This hybrid Barcelona-based role involves close cross-functional collaboration.

Formación

• 5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care within a SaaS or tech environment.
• At least 2+ years managing a team of engineers or technical support staff.
• Ability to read and reason about code and discuss technical topics with engineers.

Responsabilidades

• Lead L2 customer care: own the team handling the most complex, escalated issues.
• Hire, coach, and grow a team of technically strong specialists; set expectations and provide mentorship.
• Debug production issues, read stack traces, review code paths, and use observability tools to find root cause.
• Investigate logs to diagnose issues, distinguishing bugs from configuration or data issues.
• Own escalations between customer care and engineering/product teams for code changes or hotfixes.
• Drive resolution and track time-to-resolution and repeat-issue rates.
• Build tooling and runbooks to reduce recurring issues and enable self-service.

Conocimientos

Technical Support

People management

Coding literacy

REST/GraphQL

Incident tools

Herramientas

Zendesk

Jira Service Management

Intercom

Descripción del empleo

Perk is seeking a hands-on Technical Support Manager to lead the Level 2 team, bridging Customer Care and Engineering. You will elevate technical maturity, improve workflows and tooling, and empower the team to resolve increasingly complex issues with autonomy.

You will coach and mentor engineers, shape automation and AI usage in support, and help define the future of Perk's technical support culture. This hybrid Barcelona-based role involves close cross-functional collaboration.