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Technical Support Specialist

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Pleo

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Location:
Portugal; Sweden , Lisbon ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We're looking for a Technical Support Agent to join our Customer Operations Tech Support team at Pleo. In this role, you'll help customers resolve technical issues and get the most out of Pleo, with a strong focus on troubleshooting technical issues and bugs and reporting them to product teams.

Job Responsibility:

  • Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions
  • Navigate Freshdesk proficiently, using them to troubleshoot, document, and guide users through problem-solving
  • Troubleshoot technical issues using solid technical understanding, and communicate solutions clearly to non-technical users
  • Stay up to date on Pleo products so guidance is accurate and current
  • Collaborate with product teams to report issues, contribute context, and help prioritise bug fixes and enhancements
  • Manage and escalate bugs appropriately, including setting clear expectations on timelines and managing user expectations
  • Drive improvements proactively, identifying areas to optimise support workflows and implementing changes independently where possible
  • Provide regular updates to the Tech Support Lead on ongoing issues, challenges, and improvement opportunities

Requirements:

  • 1+ years of experience in a first-line support role (or equivalent experience), handling diverse technical queries
  • Proven expertise in navigating Freshdesk and Freshchat
  • Solid technical acumen, with the ability to troubleshoot effectively
  • Familiarity with Big Query (or similar reporting/BI tools)
  • Strong communication skills, including the ability to explain technical concepts to non-technical users
  • A quick learning mindset, picking up new topics and technologies rapidly
  • A proactive, self-motivated approach, focused on driving positive change in support processes

Nice to have:

  • You enjoy solving technical problems and helping customers succeed
  • You are confident working in Freshdesk and Slack and keeping communication clear and structured
  • You like collaborating cross-functionally and influencing product improvements through support insights
What we offer:
  • Your own Pleo card (no more out-of-pocket spending!)
  • Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office
  • Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
  • We offer 25 days of holiday + your public holidays
  • Option to purchase 5 additional days of holiday through a salary sacrifice
  • We use MyndUp to give our employees access to free mental health and well-being support
  • Paid parental leave

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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