Technical Support Analyst (Hospitality)

Location: Barcelona, Spain; hybrid working model

Company

hirify.global provides technology and support solutions for the travel and hospitality industry.

What you will do

• Investigate and resolve Level 2 incidents escalated from customers and internal resources.
• Troubleshoot complex customer issues and document incidents and resolutions clearly for Development and internal teams.
• Escalate unresolved issues to R&D and Operations according to support procedures.
• Coach and share knowledge with Customer Support and Technical Support teams.
• Monitor SLA and SLO compliance, identify technical improvements, and contribute to product defect and enhancement prioritization.
• Represent customers and Support in major incident management and communications, including participation in an on-call rotation as required.

Requirements

• College or university qualification, or equivalent experience, in a relevant discipline.
• 3–5 years of experience in Level 2 technical support, IT, or an equivalent environment.
• Knowledge of the hospitality industry.
• Technical aptitude combined with customer service experience.
• Strong problem-solving, analytical, time-management, teamwork, and communication skills.
• Ability to work effectively both independently and as part of a team.

Culture & Benefits

• Competitive remuneration and a complete rewards package.
• Hybrid working model.
• Learning opportunities through on-the-job training, formal activities, and collaboration with colleagues.
• Supportive, caring, diverse, and inclusive work environment.
• Opportunity to contribute to the future of travel and hospitality technology.