Product Support Specialist na Thoropass

Remoto - Spain

Thoropass is a compliance and audit technology company that integrates AI with expert human insight to provide automation software, audit services and pentest solutions. This remote Product Support Specialist role based in Spain will serve as the single point of contact for the EMEA region, diagnosing and resolving Tier 1 issues, collaborating with engineering on higher‑tier issues, creating documentation and improving customer self‑service, all while maintaining high‑quality, timely support in a fast‑growing, virtual global organization.

Requirements

Experience

3+ years of product / technical support experience supporting multi-workflow applications
Experience working with both dispersed teams and as a FPOC for a business region
Experience troubleshooting, communicating detailed technical information to technical and non-technical parties
Experience creating client facing materials and delivering training sessions for internal and external teams
Experience managing issues, querying Jira, Jira Service Desk, or equivalent

Skills

Passionate about delivering an exceptional customer experience
Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue efficiently
Adapt quickly to changing priorities and customer needs
Proven ability to collaborate with cross-functional partners to improve delivery for internal and external customers
Curiosity to find creative solutions to problems and doggedness to enact that solution
Strong verbal and written communication skills
Intermediate technical experience with Gsuite, Web, Troubleshooting tools

Languages

English

Responsibilities

Investigate, resolve all Tier 1 issues for assigned workflows autonomously, using internal support tools, troubleshooting guides within SLA timeframes
Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers
Assist customers with more technical questions regarding the product usage and Experience, responding with the correct tone in tricky situations
Propose ad hoc or creative solutions and/or fix issues in lieu of committing engineering resources
Conduct detailed investigation, analysis of reported bugs and product questions to Product/Engineering teams; flagging discrepancies from expected behavior
Synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner
Build an understanding of the mapping of content, assist the CX team to manage content for designated compliance frameworks
Advise and assist on creating custom reports and metrics relevant to customer data and specific needs
Become proficient in tools that map, permission and manage content
Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates for assigned workflows
Use internal and external tools such as Full Story, Sigma, Datadog to review logs, as needed, for troubleshooting

Technologies

GsuiteWebTroubleshooting toolsJiraJira Service DeskFull StorySigmaDatadogSQLPythonJavascriptContent Management Systems

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