Technical Support Manager

Location: Barcelona, Spain; hybrid, with in-person work three days per week and residence within commuting distance of a hirify.global hub required.

Company

hirify.global is a SaaS platform for business travel and spend management, automating travel bookings, expenses, invoice processing, and related operational work.

What you will do

• Lead the L2 Customer Care function handling complex and escalated customer issues.
• Hire, coach, mentor, and manage Technical Support Specialists while maintaining case-quality standards.
• Debug production issues using stack traces, code-path reviews, database queries, logs, and observability tools.
• Act as the technical interface between Customer Care, Engineering, and Product for bugs, hotfixes, and architectural issues.
• Build runbooks, diagnostic tooling, self-service resources, and improved L2/L3 escalation workflows.
• Analyze ticket trends, SLA/SLO performance, and incidents, and communicate technical impact to customers and leadership.

Requirements

• 5+ years of experience in Technical Support, Product Support, or Engineering-adjacent Customer Care in a SaaS or technology environment.
• 2+ years managing engineers or technical support specialists.
• Ability to read and reason about code, including familiarity with a primary stack such as Python, JavaScript/TypeScript, or Go.
• Experience troubleshooting REST or GraphQL APIs with tools such as Postman, curl, or browser developer tools.
• Understanding of system architecture concepts including services, queues, caching, and networking basics.
• English is the official office language; an English resume is required for application.

Nice to have

• Experience with Zendesk, Jira Service Management, Intercom, or similar support platforms and incident-management tools.
• Experience managing L2/L3 support functions, escalation processes, and SLA ownership.
• Experience partnering with Engineering on bug reports, triage, and product-roadmap improvements.

Culture & Benefits

• Competitive compensation with equity ownership.
• Vacation days, public holidays, private healthcare or gym allowance, life insurance, and flexible compensation.
• 17 weeks of paid parental leave, 16 paid volunteering hours per year, and wellbeing access including therapy and coaching sessions.
• Up to 20 work-from-anywhere days per year, English, Spanish, and Catalan lessons, and a four-week paid sabbatical after five years.
• Relocation support may be available for moving to a hirify.global hub.
• AI-enabled tools are used across functions, with an emphasis on thoughtful verification and practical judgment.

Hiring process

• 30-minute virtual Talent Acquisition interview.
• 30-minute in-person Hiring Manager interview in the Barcelona office.
• 60-minute virtual technical interview followed by a 30-minute final values interview.