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# Technical Support Specialist

- **Company:** Duetto
- **Location:** Barcelona, Spain (Remote available)
- **Contract:** Temporary contract
- **Skills:** Microsoft Excel, Application Programming Interfaces (APIs), Data Analysis, Software Bug Management, Collaborative Software, Human-Computer Interaction, Extensible Markup Language (XML), Bug Reporting
- **Published:** July 24, 2026
- **Apply:** https://www.adzuna.es/contact-us.html

## About the Role

2+ years of experience in the hospitality industry or hospitality technology space.
Prior experience in technical support, including familiarity with ticketing/case management systems and data analysis.
Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions.
Excellent written and verbal communication skills in English.
Ability to work effectively in a fully remote environment, leveraging collaboration tools to stay connected.
Availability to adjust shifts +/-2 hours as needed for monthly shift rotations, and participate in a limited holiday coverage rotation.
Preferred:
Prior hotel operations or revenue management exposure.
Proficiency in an additional language.
Comfortable using tools like Excel, XML, or APIs to investigate data-related issues.

## Description

The Technical Support Specialist resolves technical customer issues by independently owning cases from start to finish. This role applies analytical troubleshooting skills to a wide range of product inquiries, leveraging the shared knowledge base and contributing to it. The specialist collaborates cross-functionally and escalates software defects to R&D to ensure a smooth customer experience. Note: This is a fully remote role., Full Case Ownership: Manage cases from initial contact through to resolution, investigating a wide range of inquiries, including data discrepancies, integrations, and user interface behaviors.
Advanced Troubleshooting: Apply critical thinking to diagnose root causes rather than just treating symptoms, utilizing internal tools and logs to investigate complex issues.
Knowledge Creation (KCS): Go beyond simply using knowledge articles by actively creating new articles and updating existing ones to expand the shared knowledge base and enable customer self-service.
Collaborative Swarming: Participate in real-time "Swarming" sessions to collectively troubleshoot complex or unfamiliar issues with teammates, fostering a culture of shared expertise.
Defect Management: Identify and validate software defects versus user errors; accurately document findings with reproduction steps, and escalate to the R&D team.
Operational Excellence: consistently meet expectations for response times and customer satisfaction (CSAT) by managing a steady caseload across the product suite.
Perform other related duties as needed to support team and company priorities.


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