Customer Support Specialist Level 2

A pioneer and market leader in Embedded Finance Powens Group is committed to supporting financial players in designing services and payment experiences that users love.

Headquartered in Barcelona and Paris Powens Group is at the forefront of the Banking-as-a-Service and Open Finance movements in Europe and Latin America. Our mission is to offer banking technology as a service to any company aiming to enhance user experience and operational efficiency. We achieve this through our API-based regulated solutions covering Bank accounts Payment solutions Open Banking / Finance and more.

As Spanish Electronic Money Institution Powens Group is a rapidly growing fintech company holding passports to operate in all European countries.

We are a trusted partner to the top financial industry players and software editors in Europe and we have achieved this by scouting the best talents. Joining Powens Group means being a part of an inclusive multicultural and international team of over 120 employees.

Job Description:

As a Technical L2 Support Specialist you will play a key role as an expert resource and bridge between the first line of defense and specialized technical teams (L3). You will provide advanced technical support for complex cases across all products of Powens Group mentor L1 and ensure deep problem resolution with full customer context and business alignment. Your proactive approach will help reduce escalations and achieve high customer satisfaction.

Your missions:

• Provide advanced troubleshooting and resolution for complex technical and operational issues that cannot be solved at L1 ensuring thorough root cause analysis and end-to-end audit of incidents.
• Mentor and guide L1 support staff reviewing escalations and offering expertise to improve overall team knowledge and effectiveness.
• Act as a functional expert for Powens Group products maintaining deep technical and product knowledge to deliver accurate and timely solutions.
• Collaborate closely with Key Account Managers and internal teams to align communication support strategy and incident management with customer and business priorities.
• Take ownership of escalated tickets pursuing resolution proactively through coordination with development product and other technical teams.
• Ensure all escalations to L3 or other departments are well-documented including comprehensive context relevant details and impact analysis.
• Maintain and generate advanced documentation and knowledge base articles to support both internal teams and customers driving continuous improvement.
• Proactively monitor production systems dashboards and alerts to ensure uptime performance and reliability; investigate anomalies and escalate as needed.
• Participate in a rotating weekly on-call schedule (approximately one week every month) responding to incidents and driving resolution or escalation.

Profile and skills required:

• Fluent in Spanish English and French both written and spoken with excellent communication skills to interact effectively at all organizational levels and with diverse customers.
• Extensive experience in B-to-B technical support within the software/fintech industry with proven ability to handle complex issues and provide mentorship.
• Strong skills in advanced troubleshooting debugging and problem-solving using logs traces system monitoring and diagnostic tools.
• Deep knowledge and hands-on experience with APIs understanding API design integration troubleshooting API communication and interpreting API documentation to resolve technical issues.
• Skilled in efficient ticket handling using Ticketing Management Tool preferably Jira Service Management (JSM)
• Acute awareness of customer context and business impact ensuring alignment in problem resolution and communication.
• Proactive mindset to anticipate issues take full ownership and follow through with persistent problem resolution.
• Ability to document solutions clearly and deliver training or guidance to less experienced team members.

Recruitment process:

• HR online interview
• Online interview with the Support Manager
• On-site meeting with the Support Manager and the Head of Service Operations

Base salary: 30K - 32K

Powens Group is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race color religion sex national origin age disability or genetic information.. If reasonable accommodations are needed for the interview process please let us know what you need and we will do our best to accommodate!