Product Support Specialist

About BizAway Here at BizAway, we Deliver the Future of Travel. 😎 We are a solid international company with strong ambitions and great expertise. With a focus on sustainability 🌱, we support companies on a daily basis, enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes. 🚀 We know that success comes from People and deserves to be recognized.👫Proactivity and reliability, collaboration and communication are the core values of our culture. If you like challenges and would love to be part of one of the fastest growing B2B scale-ups, then BizAway is the company you have been looking for. 🤩 We are looking for We are looking for a technically skilled, customer-oriented and proactive Product Support specialist (m/w/d), eager to contribute to the growth and success of BizAway by supporting our clients with clear, effective and reliable technical assistance. Your role in BizAway Manage client-facing technical support requests through Jira, ensuring timely, clear and accurate responses. Act as the main point of contact for clients on product and platform-related technical issues. Analyze and troubleshoot client issues, identifying whether they are related to user guidance, configuration, platform behavior, bugs or product limitations. Collect all relevant information before escalation, including screenshots, logs, steps to reproduce, expected behavior, actual behavior and business impact. Escalate complex or confirmed issues to Product or Engineering with clear priority and complete context. Keep the client updated throughout the resolution process, ensuring ownership and follow-up until closure. Translate technical information into clear client-facing communication. Identify recurring client issues and share structured feedback internally to support product improvement. Contribute to FAQs, client-facing support guidelines and internal troubleshooting documentation. Your basic qualifications Previous experience in client-facing technical support, SaaS support, product support or similar roles. Strong customer orientation, empathy and ability to manage client expectations with clear and timely communication. Solid problem-solving skills, with a structured approach to investigating, reproducing and documenting technical issues. Ability to explain technical topics in a simple and clear way to non-technical users. Proficiency with Jira or an equivalent ticketing platform. Good familiarity with Cursor and Claude. Good familiarity with APIs, logs and basic technical troubleshooting. Ability to collect and organize all relevant information for escalation, including screenshots, steps to reproduce, expected behaviour, actual behaviour, impact and urgency. Excellent written and verbal communication skills; you know how to collaborate effectively with internal teams when escalation is required. Strong ownership, attention to detail and follow-up mindset. Confidence with English (Italian a plus). We are also interested in Experience in the travel industry or in enterprise settings. Knowledge of programming basics will help you perform at your best. Our offer 📄 Contract type: Permanent 🕓 Working hours: Full-time – 40h/week, from Monday to Friday 🏢 Hybrid Barcelona: We love the focus of remote work, but we also value the magic of high-bandwidth, in-person collaboration. You can work from home most of the time, but we expect you to swing by our Barcelona office a couple of times a week to brainstorm and grab a coffee with the team. 💰 Salary: Attractive compensation, including equity in the company 💼 Equity in the company (stock options plan) ✈️ A seat on a scale-up with skyrocketing growth 📈 Development of your entrepreneurial spirit, having the chance to implement real-impact business decision 🌍 Multicultural and international team 🙌 Collaborative and smart environment to work and learn 🍻 Free coffee to kick-start your day and free beers to celebrate together BizAway avoids any discrimination based on age, gender, sexual orientation, health status, nationality, political opinions, and religious beliefs in all decisions affecting personnel selection.