Technical Support Specialist

Join to apply for the Technical Support Specialist role at Unnax - A Powens Group Company

Powens Group is a pioneer and market leader in Embedded Finance. The company is headquartered in Barcelona and Paris and is at the forefront of the Banking-as-a-Service and Open Finance movements in Europe and Latin America. It offers banking technology as a service to any company aiming to enhance user experience and operational efficiency through API‑based regulated solutions covering bank accounts, payment solutions, open banking / finance and more. Powens Group is a rapidly growing fintech regulated in France and Spain, operating in all European countries and Mexico, and partners with top players and software editors in the financial industry.

Job Description

As a Technical L2 Support Specialist , you will act 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 Powens Group products, mentor L1 staff, and ensure deep problem resolution with full customer context and business alignment. Your proactive approach will help reduce escalations and maintain high customer satisfaction.

• 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 elevate 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

Recruitment process

Women are under‑represented in the fintech industry. To women candidates, please dare to take your rightful place!

Powens Group is an Equal Opportunity Employer. We foster an inclusive and diverse working environment without any form of discrimination based on race, color, religion, sex, national origin, age, disability. If reasonable accommodations are needed for the interview process, please let us know to accommodate!

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