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# Product Support Specialist

- **Company:** Hbx Group
- **Location:** Illes Balears, Spain
- **Contract:** Permanent contract
- **Skills:** HTML, Microsoft Windows, Application Programming Interfaces (APIs), JIRA, Software as a Service, Cloud Computing, File Transfer, JSON, Extensible Markup Language (XML), Kibana, Zendesk
- **Published:** September 4, 2026
- **Apply:** https://es.indeed.com/viewjob?jk=6172752eb3fdda3a

## About the Role

* Previous experience in technical support, IT customer service, or SaaS environments.
 * Required technical skills:
 * HTML (basic/intermediate)
 * JSON (structure and validation)
 * XML - TXT (structure and validation)
 * Reading and interpreting logs and API errors
 * Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla, etc
 * Ability to provide clear, structured technical diagnoses for functional or integration-related issues.
 * Excellent written communication, empathy, and ability to translate technical concepts for non-technical users.
 * Ability to multitask in a dynamic, high-demand environment, focused on results and goal achievement.
 * Adaptable profile, comfortable with frequent changes and evolving workflows, processes, and priorities.

Experience or functional knowledge of PMS like:

 * Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued)
 * High level of Spanish (spoken and written)
 * Intermediate to high level of English (spoken and written).

## Description

* Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
 * Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures.
 * Use Kibana to analyze system behavior through the Dashboard and Discover views.
 * Use Bruno to review responses and log traces during technical troubleshooting.
 * Detect failure points in communication between PMS and our systems, providing an initial technical diagnosis.
 * Escalate well-documented technical issues to the development team via JIRA.
 * Review and adjust configurations involving HTML structures within our tools when needed.
 * Guide and support clients in technical processes and ensure correct usage of our solutions.
 * Monitor workflows of our products (Online Check-in, Police Report, Guestlink, etc) to ensure they work as expected.
 * Collaborate in improving the quality, stability, and efficiency of our technical support.