Product Support Representative

MaintainX

. Own customer requests from the first meaningful response through investigation, resolution and follow-up .

Posted 10/15/2026full-timeBarcelona • SpainMid-LevelSenior💰 €30,000 - €44,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting SaaS product issues and managing customer communications effectively. Capable of balancing casework and account commitments while providing strategic support across customer segments.

Highest-signal resume keywords

SaaS Product SupportStructured TroubleshootingTicketing System ExperienceCustomer CommunicationAI Fluency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingCase ManagementEvidence GatheringData AnalysisProduct Knowledge

Soft Skills

Clear CommunicationJudgementCuriosityReceptiveness to FeedbackConfidence

Tools & Technologies

IntercomZendeskLinearNotionIntryc

Industry Keywords

Follow-the-Sun SupportCustomer SuccessTechnical SupportAccount ManagementManufacturing Workflows

About the role

Key responsibilities & impact

Own customer requests from the first meaningful response through investigation, resolution and follow-up
Troubleshoot product behavior and customer workflows across web and mobile applications
Ask clear questions, reproduce issues, distinguish configuration questions from potential defects and explain practical next steps
Manage the EMEA queue across customer segments, prioritizing by business impact, urgency and service commitments
Keep customers informed and maintain accurate case records
Provide continuity for selected strategic accounts by learning configurations and critical workflows
Track open cases and recurring issues, join focused customer discussions and coordinate follow-up with Customer Success
Escalate with evidence including customer impact, affected users or sites, reproduction steps and testing performed
Maintain customer communication while specialist teams investigate
Own the daily follow-the-sun handoff to the North American team
Highlight urgent, high-impact or at-risk cases and document findings, next actions and customer update deadlines
Balance casework, account commitments and learning; surface capacity conflicts and agree priorities
Turn repeated questions and product issues into knowledge articles, troubleshooting guidance and feedback for Product and Engineering
Support customers across Europe during their working day
Take on more complex investigations and a defined strategic-account portfolio as product knowledge grows

Requirements

What you’ll need

Experience independently supporting business customers using SaaS products, typically developed through 5 or more years in product or technical support, or equivalent relevant experience
Structured approach to troubleshooting: establish impact, gather evidence, test explanations and verify the result
Clear written and spoken English
Ability to guide frontline users and experienced customer administrators through problems
Evidence of owning complex cases, managing expectations and coordinating escalations
Confidence leading customer troubleshooting calls
Sound judgement balancing urgent queues, account commitments and cross-team dependencies
Demonstrated judgement deciding which cases need immediate escalation, active handoff or routine follow-up
Experience using a ticketing system and maintaining actionable records
Curiosity, receptiveness to feedback and ability to learn a changing product quickly
Demonstrated AI fluency through building something with low-code or no-code tools such as custom GPTs, Gemini or Claude
Additional European languages such as French, Spanish or Italian are nice to have
Hands-on experience with Intercom, Zendesk or Linear, or comparable support and issue-tracking tools, is nice to have
Familiarity with Notion, Intryc or Assemble is helpful
Follow-the-sun support experience is nice to have
Experience investigating imports, exports and reporting questions using spreadsheets is nice to have
Familiarity with APIs, integrations, authentication or diagnostic tools is nice to have
Experience with industrial operations, maintenance, manufacturing, field operations or asset-management workflows is nice to have

Benefits

Comp & perks

Base pay is part of the total compensation package
Depending on the role, compensation may include commission, an annual bonus and equity
Benefits differ by country, including health coverage, retirement and leave
Coaching from the existing Advanced Support in NAMER team
Opportunity to help shape practices of a new regional team while learning from the established support organization