Tech Support Specialist

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The TechSupport Customer Service Specialist combines excellent customer service skills with a solid technical foundation — capable of managing complex cases, analyzing data and logs, and coordinating with development teams while keeping the customer experience at heart.

The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.

• Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy.
• Classify and prioritize issues based on urgency, business impact, and technical complexity.
• Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency).
• Document case details thoroughly, maintaining traceability and clarity for escalations or audits.
  

• Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data.
• Analyze logs and other system outputs to detect causes, errors, or inconsistencies.
• Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms.
• Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting.
• Collaborate with the Development team to reproduce, diagnose, and escalate complex issues efficiently.
  

• Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context.
• Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements.
  

• Identify recurring issues or process gaps and propose preventive or optimization actions.
• Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing.
• Support the onboarding and training of new CS members in technical aspects of tools and platforms.
• Collaborate with cross-functional teams on initiatives that enhance the merchant experience and streamline operations.
  

• At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments.
• Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms).
• Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required).

• Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus.
• Experience in user access management, system permissions, and basic platform configuration.
• Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus.
• Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging.
• Familiarity with n8n is a plus.
• Strong proficiency in JavaScript (basic development level required); Python is a plus.
• Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA.
• Experience with Cursor IDE AI is a plus.

• Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting.
• Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory.
• Proven ability to work autonomously while maintaining close collaboration with cross-functional teams.
• Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success.
• Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast-paced environment.

• Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success.
• Work in a collaborative, innovative environment that values continuous learning and shared knowledge.
• Gain hands-on experience with cutting-edge systems, integrations, and automation tools that drive operational excellence.

Growth and career development

• At Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities.

Work-Life balance

• Flexible start and end times and the option of working full remote or from our Barcelona office. Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August so you can savor summer!

Comprehensive benefits

• Competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services).

• 25 days of vacation plus your birthday off, with flexible vacation options—no blackout days!

Unique Perks

• If you wish to come, in our office in Barcelona you’ll find it complete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views.
• Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary.
• Join us in an environment where you’re free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you’ll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences

Equal Employment Opportunity Employer

• Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be part of a great project!
• Location
• You'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.
• If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona's Blue Building, located right on the city's seafront. Besides our stunning views, you'll enjoy our office perks such as free fruit, snacks, and coffee and you'll also be able to take part in our Mario Kart and table tennis competitions.
• The personal data you provide will be used to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by sending a letter to Avenida Litoral, 12-14, 5ta planta, Barcelona 08005, or emailing us at [email protected], including a document that validates your identity.