Who are we?
At Civitfun, we develop technological solutions that digitalize and automate key processes in the hotel sector. Our flagship product, the Online Check-in, enables hotels to offer a fast, contactless, and personalized experience to their guests.
We collaborate with hotels around the world, and our commitment is to provide specialized, effective technical support that aligns with the quality of our products.
What will you do in this role?
As a Technical Support Specialist in the Customer Success department, you won’t just be responsible for solving technical and functional incidents from our clients—you’ll also play a key role in the continuous improvement of our technical support model.
We are looking for someone with analytical skills, goal orientation, and a commitment to excellence who can help us significantly reduce resolution times and strengthen Civitfun’s reputation for fast, clear, and effective technical support.
You will handle requests from receptionists, hotel managers, and IT teams, conducting thorough analyses to provide well-grounded diagnostics, with clear and empathetic communication. While you won’t be developing or managing integrations, you’ll need to understand the interactions between PMS and our services to detect basic errors and contribute to their resolution.
Key Responsibilities:
Manage tickets and incidents using Zendesk, ensuring efficient, clear, and well-documented follow-up.
Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures.
Use Kibana to analyze system behavior via the Dashboard and Discover panels.
Use Postman to consult responses and log traces for potential technical errors.
Detect failure points in calls between the PMS and our tools, and provide a solid initial technical diagnosis.
Perform a clear first-level technical diagnosis to support resolution or escalation to the development team via JIRA, precisely documenting findings.
Review and adapt configurations involving HTML structures within our tools when necessary.
Guide and support clients in technical processes related to the operation and correct use of our solutions.
Ensure that the workflows of our products (Online Check-in, Police Report, Guestlink, etc.) function as expected.
Collaborate to improve the quality, stability, and efficiency of our support.
What profile are we looking for?
Previous experience in: technical support, IT customer service, or SaaS environments.
Essential technical knowledge:
HTML (basic/intermediate)
JSON (structure and validation)
Reading and interpreting logs and API errors
Tools: Kibana (Dashboard and Discover), Postman, Zendesk, JIRA, Microsoft environment, Google Drive
Ability to deliver clear, structured technical diagnoses for functional or communication errors between systems
Excellent written communication, empathy, and the ability to translate technical concepts for non-technical users
Multitasking ability in a dynamic, demanding environment focused on results and goal achievement
Adaptable profile, open to frequent changes and constant evolution of processes, workflows, and priorities
Valued experience or knowledge in PMS such as: Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel
Intermediate to high level of Spanish and English (spoken and written)
What do we offer?
Join a technical and multidisciplinary team in a growing company
Continuous training on internal tools, technical workflows, and products
Opportunity to work with international clients and resolve high-impact real cases
Collaborative, dynamic environment with a focus on continuous improvement
[Applicable benefits: remote work, flexibility, professional development plan, etc.]
Are you passionate about technical support and hotel technology?
Join Civitfun and help us become one of the most highly rated technical support teams in the industry.