Technical Support Specialist (Fintech)

TL;DR

Technical Support Specialist (Fintech): Own client-facing support operations end-to-end, manage incidents and requests, ensure SLA compliance, and monitor data connections health with an accent on proactive issue identification and cross-team coordination. Focus on driving internal support backlog progress, tracking operational metrics, and improving support processes for platform stability.

Location: Barcelona Office, Hybrid

Company

Fintech SaaS platform simplifying wealth management for banks, family offices, and wealth managers by aggregating client financial assets, founded in 2019 in Barcelona with €23 million investment.

What you will do

• Own client-facing support operations end-to-end, managing incidents and requests from intake to resolution with clear communication.
• Ensure SLA compliance by prioritizing tickets, escalating issues, and keeping clients informed.
• Proactively monitor data connections health, identify issues early, and trigger corrective actions.
• Co-own internal support backlog, prioritize based on business impact, and drive progress across teams.
• Coordinate with Tech, Finance Operations, and CRM to resolve dependencies and meet timelines.
• Track and report operational metrics like SLA compliance, backlog trends, and incident volumes.
• Contribute to improving support processes and workflows for efficiency.

Requirements

• Fluent in both Spanish and English; French is a plus.
• Solid experience in incident management, triaging, prioritizing, and driving resolutions.
• Strong problem-solving skills to diagnose ambiguous issues and identify root causes.
• Clear communication with technical and non-technical stakeholders.
• Experience managing support or operations backlogs despite external dependencies.
• Comfort with monitoring and alerting tools for platform health.

Nice to have

• Background in fintech, wealthtech, or data-intensive SaaS.

Culture & Benefits

• People-first culture emphasizing engagement, growth, and thoughtful decisions.
• Flexible working hours and hybrid options from cool Barcelona office.
• Health insurance, flexible compensation, digital canteen subsidy, birthday day off, training budget.
• Weekly fresh fruit/coffee, Friday happy hours, team-building events.

Hiring process

• Submit CV and cover letter.
• Chat with People Business Partner.
• Meeting with Hiring Manager Alejandro Sarda.
• Technical discussion with team members.
• Any additional meetings as needed, followed by offer.
• Aim to complete in 1-4 weeks.