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Technical Support Specialist

Technical Support Specialist

MyTails, , Spain, España
Hace 3 días
Descripción del trabajo

Overview

Job Posting : Technical Support Specialist for My Tails Platform

Location : Málaga, Spain (remote work available)

Employment Type : Full-time

Company

My Tails is an innovative AI platform connecting pet owners with service providers (pet sitters, groomers, veterinarians), offering smart collars with "My Tails Voice" functionality, a social network, an educational course (Ley 7 / 2023), and a marketplace with 3,000+ products. We operate in Spain's €5.5B market, aiming to expand to 5–7 EU countries and reach 400,000 users by 2028.

Job Description

We are looking for an energetic and customer-focused Technical Support Specialist to join our mission of improving the lives of pets and their owners. You will assist My Tails platform users (pet owners, service providers, partners) in resolving technical issues, working with AI features, smart collars, and ensuring high customer satisfaction. A passion for animals is a significant advantage.

Responsibilities

  • 1st Line Support : Handle incoming requests via chat (Firebase Chat), email, ticketing system, or My Tails social network.
  • Provide guidance on platform usage : profile setup, booking services, using the AI pet-matching algorithm (90% accuracy), accessing the Ley 7 / 2023 course.
  • Assist with smart collar setup and synchronization (GPS, health analytics, "My Tails Voice").
  • Escalate complex issues to 2nd line support with detailed descriptions.
  • Collect user feedback to improve the platform.
  • 2nd Line Support : Diagnose and resolve complex issues : AI algorithm failures, errors in the Flutter app, CMS (PHP / MySQL), or integrations (Onfido, Kaza / Global AVL).
  • Configure integrations with partners and support infrastructure (AWS CI / CD).
  • Collaborate with developers to fix bugs, providing logs and detailed reports.
  • Create and update knowledge base articles, conduct training webinars.
  • Shared Responsibilities : Document tickets and adhere to SLAs (response time, ticket closure).
  • Meet KPIs : high first-contact resolution rate (70%), customer satisfaction (85%).
  • Support platform scaling (growth from 5,000 to 400,000 users).
  • Stay updated on platform features (marketplace, social network, new AI functionalities).

Requirements

  • Mandatory
  • Fluency in Spanish and English (written and verbal, for user support and documentation).
  • Experience in technical support (1+ year for 1st line, 2+ years for 2nd line).
  • Knowledge of mobile apps (Flutter), CMS (PHP / MySQL), APIs, and cloud services (AWS).
  • Skills in diagnosing technical issues and using ticketing systems (e.g., Zendesk).
  • Customer-oriented mindset, empathy, and ability to explain complex concepts simply.
  • Stress resilience and ability to prioritize tasks in a growing user base environment.
  • Strong Advantage Love for animals and understanding of pet owners' needs.
  • Desirable : Knowledge of other European languages (for EU expansion support).

    • We Offer

  • Participation in an innovative project in a €5.5B market with growth potential to €6.2B by 2028.
  • Opportunity to work with cutting-edge technologies : AI algorithms, smart collars, Flutter app.
  • A friendly team passionate about pet care.
  • Competitive salary and bonuses for meeting KPIs.
  • Opportunities for professional growth and learning new technologies (AI, GPS, cloud services).
  • Flexible schedule and remote work options.

    • How to Apply

    Send your resume and cover letter to (email address), with the subject line "Technical Support Specialist." Tell us why you want to work at My Tails and how your love for animals will contribute to our mission.

    My Tails — building a future where every pet is happy, and owners are at ease

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    Technical Support Specialist • , , Spain, España