Product Support Specialist

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

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Who We Are

At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests.

We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products.

What Will You Do in This Role?

As a Product Support Specialist in the Product Operations team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage

We're looking for someone analytical, goal-oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support.

You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution.

Key Responsibilities

• 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.

Ideal Profile

• 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).

What We Offer

• Join a technical and multidisciplinary team in a growing company.
• Ongoing training in internal tools, technical flows, and product knowledge.
• Opportunity to work with international clients and solve high-impact real-world cases.
• A collaborative, dynamic environment with a focus on continuous improvement.

Are you passionate about technical support and hotel tech? Join Civitfun and help us become one of the most highly rated support teams in the hospitality industry.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.