Product Support Specialist

Hello! 👋

At Factorial we are looking for a Product Support Specialist for our office in Barcelona to help us take the company to the next level. 📈

A candidate who shares our passion for excellence and approaches the technical support role with a user-first mentality. The perfect candidate is a technically skilled person with strong troubleshooting abilities and good organizational skills.

The Role 📜

• Learn the Factorial’s platform in detail

• Diagnostic and triage of complex issues and report them to the Development team

• Manage a queue of incidents in an effective way based on SLAs and defined prioritization formula

• Consolidate knowledge base to improve first-level resolution and workflows

• Help improve internal training for the Customer and Product Support Team

• Work alongside Customer Experience teams as a Main Point of Escalation

• Build reports and dashboards to track case trends and identify the top customer issues

• Help improve the Factorial product by suggesting enhancements

Your Profile 🧐

• 2+ Years Experience in a similar role, preferably in a SaaS company

• Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff

• Be able to communicate effectively with customers and internal teams.

• Highly skilled at researching, troubleshooting and solving complex issues Experience and understanding in the following technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plus

• Experience with ticketing system such as Jira, HubSpot is a plus

• Experience in monitoring and logging tools such as Datadog, Sentry, ES, etc

• Ability to work under pressure and adapt to a fast-changing environment

• Good team player, resolutive and proactive

• Passionate about the continuous improvement of processes, as well as excellence-oriented

• Fluent English are required for the role! Spanish is a plus!

About us 🚀

At Factorial, we’re building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance, and operations, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,200 employees across 7 markets, we serve 700,000+ users and are one of Europe’s fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona.We believe in bold goals, radical ownership, and inclusive collaboration. If you're excited to shape the future of business management technology, we’d love to meet you.

Our Values 🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.

• We learn and teach: We're dedicated to learning something new every day and, above all, share it.

• We partner: Every decision is a team decision. We trust each other.

• We grow fast: We act fast. We think that the worst mistake is not learning from them.

• We believe in diverse talent: We welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

• We believe in inclusion: We are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Wanna learn more about us? Check our website!

Perks of being part of our team💆

We care about people and we also offer a lot of benefits for employees:

• High growth, multicultural and friendly environment 🤝

• Alan as private health insurance 🩺

• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🧘🏽‍♀️

• Save expenses with Cobee 💰

• Language classes 👩🏽‍🏫

• Breakfast in the office and organic fruit 🍏

• Nora discounts 🍱

• Free caffeine and theine ☕

• Pet Friendly 🐕