Tech Support Specialist, Leadtech

Salary not provided

JavaScript

Python

Looker

Power BI

Zendesk

JIRA

Freshdesk

JSON

Junior and Mid level

Remote from Spain

Online Project Development

Be an early applicant

Online Project Development

501-1000 employees

B2CRecruitmentMarketingSaaSProduct ManagementeCommerce

Be an early applicant

Salary not provided

JavaScript

Python

Looker

Power BI

Zendesk

JIRA

Freshdesk

JSON

Junior and Mid level

Remote from Spain

501-1000 employees

B2CRecruitmentMarketingSaaSProduct ManagementeCommerce

Company mission

To bring forward new business ideas and empower employees to achieve their goals in the online business world.

Job

Company

Role

Who you are

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments
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
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

What the job involves

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
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
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

Our take

Designing and adopting digital services can be inaccessibly expensive and complex for many businesses. Leadtech solves this problem by providing companies with innovative digital solutions.

Leadtech is well served by the diversity of its solutions, which has enabled it to build an impressive customer base. Its suite of tools covers everything from UX design to SEO, content to backend. This ensures that Leadtech has broad appeal to businesses looking for all-in-one digital solutions.

Leadtech has expanded considerably in recent years, now boasting an international team of over 250 people. Growing its talent will be an essential element of the company's continued success in the coming years, as will its commitment to innovation.