PRODUCT SUPPORT SPECIALIST

You will be part of a team who are responsible for providing excellent technical product support on our Platform and its underlaying infrastructure to both external as well as internal customers- hosted by us, by our partner, and on-premises customers.Our product is a software platform that allows developers to build Bots and Conversational AI solutions in a unified coding and analytics IDE. Is at the forefront of Generative AI and Large Language Models (LLM) technology, including GPT, which allows us to deliver superior customer service solutions.You are part of a wider group of support engineers, system engineers and devops engineers - delivering world-class technical and application support to our dynamic and growing customer base.This is a hybrid full-time position, located in Barcelona, Spain, with a requirement to be part of an on-call rota covering supported hours (19-23 CET), providing support to our customer production environments.Wondering what you will be doing on a “normal day”?Own development of Customer ServiceDesk, built on Jira Service Management, Own responsibility to ensure that all tickets are managed throughout their full lifecycle ensuring that Service Level Agreements and ISO 27001 / SOC2 standards are met,Ensure all support requests are correctly logged in the Jira Software Management ticketing system detailing all appropriate information needed for each support request,Assess and agree relative priorities of issues based on SLA’s as well as workload,Incident Manager, ensuring process is followed both internally as well as externally during P1 – P2 incidents,Provide first – second line technical customer support to internal and external customers,Communicate resolutions and troubleshooting updates with customers,Produce key support documentation as required ensuring all support processes and procedures are kept up to date,Building out and improve processes and external documentation covering our SaaS service,Being part of a team responsible for the day-to-day operation of a cloud (Azure, Kubernetes) based platform,Analyse data and produce various reports, internal as well as external,Contributing with ongoing improvement and optimization, such as automation of repetitive tasks, enhanced documentation, implementation of new tools, or other based on your knowledge and previous experience,Participate in projects within the wider team around – load and scalability testing, security testing, automation, optimization, technical documentation, new technology labs and research, and assist in those with tasks based on your knowledge and experience. What are we looking for in you?Flexible, open-minded, and an eye for details,Ability to manage a variety of work simultaneously,Pragmatic with strong analytical and problem-solving skills,Process-driven, with a clear understanding of the ITIL framework, have participated in Change Control process and incident management,Excellent English communication and interpersonal skills with experience in direct customer interaction and effective communication with both technical and commercial stakeholders,3 - 5+ years of experience working in a Helpdesk, Support Desk or similarStrong knowledge of administrating Jira Service Management or Jira (Software) projects,Familiar with key support frameworks, including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Service Desk operations,High level of knowledge of Excel, Word and Powerpoint,Passionate about creating good documentation, including runbooks, processes, and content for customer knowledge bases,Flexibility to occasionally work unusual hours.Meriting requirementsExperience of administrating JIRA plugin Refined,Having participated in compliance audits, or worked in an ISO/ Soc2 compliant business,Being familiar with software programming conceptsGeneral experience working with APIs, learning and implementing use cases based on available documentationExperience of coding/scripting such as with python and bashKnowledge of MS Power BI