Technical Support Specialist (Spend Platform)

Perk.com Inc.

Job Overview

Location

Munich

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Specialist (Spend Platform) at Perk.com Inc., you will play a critical role in ensuring the seamless operation and customer success of the company’s core Spend Platform, directly impacting how thousands of global businesses manage and optimize their expenses. Your work will eliminate friction in financial workflows, enhance user satisfaction, and contribute to Perk’s mission of powering real work by reducing shadow work and operational inefficiencies.
• You will take ownership of triaging incoming Level 2 support requests related to the Spend Platform, acting as the primary point of contact for complex customer issues that require deeper technical understanding, ensuring timely and accurate resolution while maintaining high service standards.
• You will interact daily with Perk’s internal engineering team to communicate customer-reported bugs, feature requests, and operational challenges, serving as a vital feedback loop that informs product improvements and platform stability.
• You will be responsible for tracking-to-resolution of recorded incidents or bugs, maintaining detailed records, following up with stakeholders, and ensuring closure aligns with both customer expectations and internal SLAs.
• You will answer and handle customer inquiries across multiple channels, providing clear, empathetic, and technically sound guidance on Spend Platform functionality, including expense reporting, policy enforcement, invoice processing, and integration workflows.
• You will act as an internal source of knowledge for the operational use of the Spend tool, creating and maintaining documentation, conducting informal training sessions, and enabling cross-functional teams (such as Customer Success, Sales, and Product) to better support users.
• You will contribute to shaping the Customer Care function within a fast-growing SaaS scale-up by identifying recurring issues, suggesting process improvements, and advocating for customer needs in product discussions, helping elevate the overall support experience.
• You will operate with a high degree of autonomy, bringing creative solutions to how support is delivered—whether through refining triage workflows, improving knowledge base content, or proposing automation opportunities to increase efficiency.
• You will work within Perk’s IRL-first culture, collaborating in-person three days a week at the Munich office, fostering stronger team connections, real-time problem-solving, and a shared sense of purpose in delivering 7-star customer experiences.
• You will grow your expertise in a high-impact SaaS product area, deepening your understanding of spend management systems, API integrations, SSO configurations, and enterprise SaaS support—positioning you for advancement into technical lead, product support, or customer success roles within Perk’s global organization.

🎯 Requirements

• Minimum 2-3 years of experience in a customer support role, with at least 1 year specifically in Level 2 technical support involving complex issue resolution.
• Proven experience working with and supporting technical concepts including APIs (REST/SOAP), SSO (SAML, OAuth), and enterprise software integrations.
• Strong operational background managing high volumes of external customer requests and internal team clarifications, with demonstrated ability to prioritize and multitask under pressure.
• Excellent written and spoken English communication skills, essential for interacting with global customers and internal teams.
• Highly structured, detail-oriented mindset with a commitment to accuracy, documentation, and follow-through on all support tickets and incidents.
• Proven ability to learn quickly, adapt to changing priorities, and thrive in a fast-paced, evolving SaaS environment with a positive, solution-focused attitude.

🏖️ Benefits

• 30 days of annual leave plus all public holidays, enabling ample time to rest and recharge.
• Choice of perk: Urban Sports Club gym membership or BVG public transport ticket to support your wellbeing and commute.
• Competitive compensation package paired with equity in Perk, aligning your success with the company’s growth.
• Comprehensive wellbeing support via Spring Health, including fast access to 12 therapy and 12 coaching sessions annually for you and your loved ones.
• 17 weeks of paid parental leave during your child’s first year, supporting family life and work-life balance.
• Up to 20 ‘Work From Anywhere’ days per year, allowing flexibility to work remotely while staying connected to the team.
• A fully paid four-week sabbatical after five years of service, recognizing long-term commitment and encouraging personal growth.
• Relocation support to assist with moving seamlessly to one of Perk’s global hubs, including Munich.

Skills & Technologies

Spring

REST

Onsite

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Perk.com Inc.

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About Perk.com Inc.

Perk.com Inc. operates a cloud-based employee rewards and recognition platform that lets employers allocate points redeemable for merchandise, gift cards and experiences. The SaaS product integrates with HRIS and collaboration tools to automate milestone and peer-to-peer awards, provide analytics on engagement, and manage global tax-compliant fulfillment. Founded in 2010 and headquartered in Austin, Texas, the company serves mid-market to Fortune 500 clients seeking to reduce turnover and reinforce culture through real-time recognition programs.

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