Support Engineer II

We’re looking for a highly skilled and technically curious Support Engineer to join our Global Customer Support team. In this role, you’ll troubleshoot complex SaaS issues, analyze data and logs, and collaborate closely with Product and Engineering teams to ensure our customers receive exceptional service.This is a hybrid position based in Barcelona, offering flexibility to work from home and in the office three days per week. You will be part of a dynamic, global environment that values teamwork, continuous learning, and a customer-first mindset.

What You Will Do

• Serve as a technical contact for global customers via email, phone, Zoom, and Zendesk.
• Investigate and resolve complex product and integration issues across cloud-based environments.
• Analyze data using SQL queries and AWS logs (Coralogix) to identify root causes.
• Use the Linux command line to perform data checks and execute updates.
• Collaborate cross-functionally with Engineering, Product, and Customer Success teams using Jira, Confluence, and Slack.
• Document solutions, best practices, and knowledge base articles to support continuous improvement.
• Handle high-priority escalations with professionalism and composure.
• Contribute to product quality by reporting defects, reproducing issues, and identifying recurring trends.
• Support a global customer base across multiple time zones, ensuring consistent and reliable service delivery.

What You Will Bring

• Proven experience supporting SaaS platforms, ideally multi-tenant and API-driven.
• Proficiency with SQL for data analysis and troubleshooting.
• Familiarity with AWS, logging tools such as Coralogix, and cloud-based monitoring.
• Comfortable using the Linux command line for diagnostics and data checks.
• Exposure to Python or another scripting language for automation or analysis.
• Hands-on experience with Zendesk, Jira, Confluence, Slack, and Zoom.
• Understanding of web technologies such as HTTP, REST APIs, and JSON.
• Excellent written and verbal communication skills in English.
• Strong problem-solving mindset, attention to detail, and ability to stay calm under pressure.
• Empathy for customers and a genuine desire to help them succeed.

Preferred Experience

• Previous experience in enterprise or B2B SaaS customer support.
• Supporting large, global customers with complex integrations.
• Experience working in international, cross-functional teams.
• Contribution to internal knowledge bases or documentation.