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!

Perks of being part of Factorial 😎

• High growth, multicultural and friendly environment 🤝

• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻

• Save expenses with Cobee💰

• Language classes 👩🏻🏫

• Breakfast in the office and organic fruit 🍏

• Food discounts with Nora 🍱

• Pet Friendly 🐕

• Much more that we'll spill during the interview process

About us 🚀

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn't know your company. Every time, you have to give it the context.

Factorial is different. Because it's inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn't the goal. Giving people back their time is.

When work changes, so do we.

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.

Want to learn more about us? Check our website!