Job Overview
Location
Barcelona
Job Type
Full-time
Category
Customer Support
Date Posted
March 28, 2026
Full Job Description
š Description
- ā¢ 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 Spend Platformāa core product that helps organizations manage and optimize expenses, directly impacting productivity and financial control for over 10,000 global clients.
- ā¢ You will take ownership of triaging Level 2 support requests, acting as the primary technical liaison between customers and internal engineering teams, ensuring timely resolution of incidents, bugs, and operational issues while maintaining a high standard of service quality.
- ā¢ Perk is a fast-growing, global SaaS scale-up with more than 1,800 employees across 12 offices, trusted by industry leaders like Wise, On Running, Breitling, and Fabletics, and driven by values of ownership, 7-star experiences, and teamworkāoffering you the chance to contribute to a mission that eliminates $1.7 trillion in annual lost productivity from shadow work.
- ā¢ You will serve as an internal knowledge expert on the Spend Platform, guiding cross-functional teams and customers alike, while gaining deep exposure to technical concepts such as APIs, SSO, and expense management workflows in a dynamic, product-driven environment.
- ā¢ This role offers significant autonomy and the opportunity to shape the evolution of Customer Care within a high-impact product area, with mentorship from Perkās 7-Star management team and the freedom to propose creative solutions that improve both customer experience and internal support processes.
- ā¢ Day-to-day, you will triage incoming Level 2 support tickets, diagnose and resolve technical issues related to the Spend Platform, and escalate complex cases to engineering with clear documentation and context.
- ā¢ You will maintain accurate records of incidents and bugs in tracking systems, ensuring full traceability from report to resolution, and follow up with customers to confirm satisfaction and closure.
- ā¢ You will respond to customer inquiries via email, chat, and ticketing systems, providing clear, empathetic, and technically accurate guidance on platform functionality, troubleshooting steps, and best practices.
- ā¢ You will collaborate daily with internal engineering, product, and customer success teams to communicate customer feedback, reproduce issues, and validate fixes, acting as the voice of the customer in internal discussions.
- ā¢ You will develop and maintain internal knowledge base articles, FAQs, and training materials to empower teammates and reduce repeat inquiries, contributing to scalable support operations.
- ā¢ You will monitor support metrics and trends, identifying recurring issues or process gaps and proposing improvements to enhance efficiency, reduce resolution time, and elevate the overall customer experience.
- ā¢ You will participate in cross-functional initiatives to improve the Spend Platformās usability and reliability, leveraging your frontline insights to inform product enhancements and support strategy.
šÆ Requirements
- ā¢ Minimum 2-3 years of experience in a customer support role, with at least 1 year specifically in Level 2 technical support involving troubleshooting and escalation.
- ā¢ Proven experience working with and supporting technical concepts such as APIs (REST/SOAP), SSO (SAML, OAuth), and integrations within SaaS platforms.
- ā¢ Strong operational background managing high volumes of external customer requests and internal team clarifications, with demonstrated ability to prioritize and multitask under pressure.
- ā¢ Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- ā¢ Highly detail-oriented, structured, and process-driven mindset, with a track record of accurate incident tracking, documentation, and follow-through to resolution.
- ā¢ Proactive learner with tech-savviness, adaptability to change, and a positive attitude toward feedback and continuous improvement in a fast-paced environment.
šļø Benefits
- ā¢ 30 days of annual leave plus all public holidays, enabling ample time to rest and recharge.
- ā¢ Choice of perk: Urban Sports Club gym membership or BVG public transport ticket to support your wellbeing and commute.
- ā¢ Competitive compensation package including equity in Perk, aligning your success with the companyās growth.
- ā¢ Comprehensive wellbeing support via Spring Health, providing fast access to 12 therapy and 12 coaching sessions for you and your loved ones.
- ā¢ 17 weeks of paid parental leave during your childās first year, supporting work-life balance and family needs.
- ā¢ Up to 20 āWork From Anywhereā days annually, allowing flexibility to work remotely while staying connected to the team.
- ā¢ A fully paid four-week sabbatical after five years of service, recognizing long-term commitment and encouraging personal growth.
- ā¢ Relocation support to assist with moving to one of Perkās global hubs, including Barcelona, ensuring a smooth transition.
- ā¢ 16 paid volunteer hours each year to give back to causes you care about, reinforcing Perkās purpose-driven culture.
- ā¢ Unforgettable team experiences, including the annual summer party, fostering connection and celebration across the organization.
Skills & Technologies
Go
Spring
REST
Onsite
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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