Have the right to work in Spain
HBX Group doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Work on-site in Mallorca
No relocation package mentioned.

The role

At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests.

Experience or functional knowledge of PMS like:

As well as an attractive benefits package you will be able to work:

We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products.

We're looking for someone analytical, goal-oriented, and committed to excellence-who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support.

Are you passionate about technical support and hotel tech? Join Civitfun and help us become one of the most highly rated support teams in the hospitality industry.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

What you'll do

As a Product Support Specialist in the Product Operations team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage

You'll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution.

Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures.
Use Kibana to analyze system behavior through the Dashboard and Discover views.
Use Bruno to review responses and log traces during technical troubleshooting.
Detect failure points in communication between PMS and our systems, providing an initial technical diagnosis.
Escalate well-documented technical issues to the development team via JIRA.
Review and adjust configurations involving HTML structures within our tools when needed.
Guide and support clients in technical processes and ensure correct usage of our solutions.
Monitor workflows of our products (Online Check-in, Police Report, Guestlink, etc) to ensure they work as expected.
Collaborate in improving the quality, stability, and efficiency of our technical support.

JOB DESCRIPTION:

Who We Are

What Will You Do in This Role?

Key Responsibilities

Ideal Profile

Required technical skills:

What We Offer

Requirements

What we're looking for

Previous experience in technical support, IT customer service, or SaaS environments.
HTML (basic/intermediate)
JSON (structure and validation)
XML - TXT (structure and validation)
Reading and interpreting logs and API errors
Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla, etc
Ability to provide clear, structured technical diagnoses for functional or integration-related issues.
Excellent written communication, empathy, and ability to translate technical concepts for non-technical users.
Ability to multitask in a dynamic, high-demand environment, focused on results and goal achievement.
Adaptable profile, comfortable with frequent changes and evolving workflows, processes, and priorities.

Nice to have

Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued)

Languages

High level of Spanish (spoken and written)
Intermediate to high level of English (spoken and written).

Pay & benefits

What you'll get

Join a technical and multidisciplinary team in a growing company.
Ongoing training in internal tools, technical flows, and product knowledge.
Opportunity to work with international clients and solve high-impact real-world cases.
A collaborative, dynamic environment with a focus on continuous improvement.
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

How they hire

3 steps·3 interviews

Register your interest
Introduction to HBX Group
With Talent Acquisition team · Phone call
A chance, following your application, for you to learn more about HBX Group. During this initial phone interview with a member of our Talent Acquisition team you can ask about the opportunity itself and share with us what you're looking for.
Opportunities to shine
With our leaders
Meet one or more of our leaders to discuss your skills and expertise and ask questions about what your future might look like at HBX Group. Depending on the role itself, this step may include more than one meeting with us and sometimes an assessment.
Is it a match?
Now it's time for us both to decide whether we're right for each other. We want to be the right fit for you, as much as you for us - a match where we both thrive.

All applications are reviewed by a member of our Talent Acquisition team and you should hear feedback within a week.
You can check the status of your application via the Homepage of your candidate account.

About HBX Group

HBX Group is a global travel technology company headquartered in Palma, Spain, operating at the intersection of travel and technology. The company provides a comprehensive suite of B2B solutions for the travel industry, including accommodation, transport, and ancillary services, connecting travel sellers with a vast inventory of hotel stock worldwide. With a workforce of over 2,000 employees, HBX Group is a significant player in the global travel ecosystem, serving clients in over 190 countries.

In Spain, HBX Group has its headquarters in Palma de Mallorca, with a substantial presence in Madrid and Barcelona. The company's work culture is international and dynamic, with English as the working language, making it an attractive destination for international professionals. They offer a range of roles from engineering and product to corporate functions, and their careers page highlights a commitment to innovation and technology, particularly in areas like AI adoption and data analytics.

Industry: Travel Technology
Founded: 2001
Employees: 1,000–5,000
Headquarters: Palma, Spain
In Spain: Palma, Madrid, Barcelona
Website: hbxgroup.com

Good to know if you are moving

English is the working language, making it accessible for international professionals.
The company has a global presence with offices in multiple countries, offering international career opportunities.
They have a strong focus on technology and data, with roles in AI, engineering, and data science.
The company offers a diverse range of roles from engineering to corporate functions, suitable for various professional backgrounds.
Headquartered in Palma de Mallorca, a popular destination for international professionals.

In their own words

About the company & team

HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

All open roles at HBX Group