Product Support Specialist, Hotel Tech SaaS

HBX Group; España; On-site; PHP 280,000 - 560,000; Full time

Benefits offered by this job

Ongoing training

International clients

Multicultural environment

Job summary

Civitfun, a hospitality technology company, seeks a Product Support Specialist in its Product Operations team. You will resolve technical and functional issues and contribute to improving the support model, hotel care, and tool usage.

You’ll handle tickets via Zendesk, analyze logs, and use Kibana and Bruno for diagnostics. You will detect PMS interaction issues and escalate to the development team via JIRA, in a dynamic, international setting.

Qualifications

• Previous experience in technical support, IT customer service, or SaaS environments.
• Proficient in HTML/JSON/XML and log reading.
• Ability to provide clear, structured technical diagnoses for integration issues.
• Excellent written communication and empathy.
• Adaptive, multitasks in dynamic, high-demand environments.

Responsibilities

• Manage tickets and incidents via Zendesk with clear follow-up.
• Analyze technical issues by reading logs and error messages.
• Use Kibana to analyze system behavior (Dashboard/Discover).
• Use Bruno to review responses and log traces during troubleshooting.
• Detect failures in PMS interactions and provide initial diagnoses.
• Escalate well-documented issues to development via JIRA.
• Review and adjust HTML-related configurations in our tools.
• Guide and support clients in technical processes and correct usage of solutions.
• Monitor product workflows (Online Check-in, Police Report, Guestlink) for expected performance.
• Collaborate to improve quality, stability and efficiency of technical support.

Skills

HTML (basic/intermediate)

JSON (structure and validation)

XML - TXT (structure and validation)

Reading logs and API errors

Technical diagnoses

Clear written communication

Multitasking

Spanish language

English language

Job description

Civitfun, a hospitality technology company, seeks a Product Support Specialist in its Product Operations team. You will resolve technical and functional issues and contribute to improving the support model, hotel care, and tool usage.

You’ll handle tickets via Zendesk, analyze logs, and use Kibana and Bruno for diagnostics. You will detect PMS interaction issues and escalate to the development team via JIRA, in a dynamic, international setting.