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Stelle · Senior

Technical Support Senior Associate

Pleo
Backend Developer • Senior • Remote • Vollzeit • 📍 Lisbon
📄 Originalanzeige ansehen (EN)

Pleo is looking for a Technical Support Agent to join its Customer Operations Tech Support team. Reporting to the Tech Support Lead, you will help customers resolve technical issues and get the most out of Pleo, with a strong focus on troubleshooting bugs and reporting them to product and engineering teams. You will work with tools such as Freshdesk, Freshchat, Slack, BigQuery, Postman and Graphana, and proactively improve support workflows.

Responsibilities

  • ▹Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions
  • ▹Use Freshdesk proficiently to troubleshoot, document and guide users through problem-solving
  • ▹Troubleshoot technical issues and communicate solutions clearly to non-technical users
  • ▹Stay up to date on Pleo products so guidance is accurate and current
  • ▹Collaborate with product teams to report issues, contribute context and help prioritise bug fixes and enhancements
  • ▹Manage and escalate bugs appropriately, setting clear expectations on timelines
  • ▹Proactively identify and implement improvements to support workflows
  • ▹Provide regular updates to the Tech Support Lead on ongoing issues, challenges and improvement opportunities

Requirements

  • ▹1+ years of experience in a first-line support role (or equivalent), handling diverse technical queries
  • ▹Proven expertise in navigating Freshdesk and Freshchat
  • ▹Solid technical acumen with effective troubleshooting ability
  • ▹Familiarity with BigQuery or similar reporting/BI tools
  • ▹Strong communication skills, including explaining technical concepts to non-technical users

Soft skills

Quick learning mindset, picking up new topics and technologies rapidlyProactive, self-motivated approach focused on improving support processesEnjoying direct customer contact and cross-functional collaborationClear and structured communication

What we offer

  • ▹Your own Pleo card (no out-of-pocket spending)
  • ▹Catered lunch or lunch allowance on work days, depending on the local office
  • ▹Comprehensive private healthcare (Vitality, Alan or Médis depending on location)
  • ▹25 days of holiday plus public holidays
  • ▹Hybrid and fully remote working options
  • ▹Option to purchase 5 additional days of holiday through salary sacrifice
  • ▹Free mental health and well-being support via MyndUp
  • ▹Paid parental leave

About the company

Pleo builds spend management solutions that make handling company money seamless for finance teams and employees alike. Over its 10-year history it has grown to more than 40,000 customers, with a team of 850+ people from over 100 nationalities.

Languages: Angol (a cég munkanyelve, a jelentkezést is angolul kell benyújtani)