Product Support Specialist

Join BizAway as a Product Support Specialist, where you'll provide technical assistance to clients, manage support requests through Jira, and act as the main point of contact for product-related issues. You'll analyze and troubleshoot client issues, escalate complex problems, and contribute to product improvement. Enjoy benefits such as health insurance, employee welfare, a multicultural environment, remote work flexibility, and equity in the company.

• Gestionar solicitudes de soporte técnico de clientes a través de Jira, asegurando respuestas oportunas y precisas.
• Actuar como el principal punto de contacto para los clientes en cuestiones técnicas relacionadas con el producto y la plataforma.
• Analizar y solucionar problemas de los clientes, identificando si están relacionados con la orientación del usuario, la configuración, el comportamiento de la plataforma, errores o limitaciones del producto.

• Solid problem-solving skills, with a structured approach to investigating, reproducing and documenting technical issues
• Strong ownership, attention to detail and follow-up mindset
• Good familiarity with Cursor and Claude
• Strong customer orientation, empathy and ability to manage client expectations with clear and timely communication
• Proficiency with Jira or an equivalent ticketing platform
• Confidence with English (Italian a plus)
• Previous experience in client-facing technical support, SaaS support, product support or similar roles
• Ability to collect and organize all relevant information for escalation, including screenshots, steps to reproduce, expected behaviour, actual behaviour, impact and urgency
• Good familiarity with APIs, logs and basic technical troubleshooting
• Ability to explain technical topics in a simple and clear way to non-technical users
• Excellent written and verbal communication skills; you know how to collaborate effectively with internal teams when escalation is required
• Experience in the travel industry or in enterprise settings
• Knowledge of programming basics will help you perform at your best