Senior Application Support Level 2

Permanent employee, Full-time · Remoto ES

About the role
We’re on the search for a highly-experienced Application Support Level 2, ready to join our Customer Success team in providing support for our Product Information Management software. You’ll be working closely with Customer Success and Development teams based in Malaga, but it’s fine if you work your best from home or even from a different city—the location doesn’t matter, you do!
What is Plytix?
This is where you’d typically see a long paragraph of boring text that no one reads, peppered with corporate buzzwords that don’t mean anything. But Plytix is no typical company, so we’ll spare you that. Instead, watch this video, and if you like what you see, keep scrolling.

What´s the opportunity?
Your ideas and support experience will sculpt the future of one of the market’s leading PIM platforms. You’ll have the opportunity to work with a talented team and top-notch technology at a scale-up that’s growing quickly.
What will you be doing?
You’ll be a member of the Customer Success team, collaborating closely with the Development team. As Senior Application Support Level 2, you’ll have a few different responsibilities. First, you’ll manage all incoming support tickets by assigning them to the appropriate level: 1, 2, or 3. You’ll also be responsible for resolving level 2 tickets. When escalating a ticket to level 3, you’ll provide the Development team with all the information they need to resolve the ticket. Over time you’ll create documentation that will help expand the reach of Application Support Level 1. It’s a lot, but don’t worry—there’s always time to crack open a beer and have fun!
After 1 month:
You’ll know how Plytix works and you’ll have gotten to know the team behind the scenes. You’ll have had an introduction to the different types of tickets that we receive from users. You’ll be able to classify them at the most basic level (LV1, 2, and 3) and you’ll be able to solve some level 1 tickets.
After 3 months:
You’ll have established the guidelines for what makes a level 1, 2, and 3 ticket. You’ll have started to put a process into place for ticket management, from receipt to review, assignment to the correct level, resolution, and communication both internal and external.
6 months in:
You’re fully integrated into the team and have taken full ownership of the ticket management process. You’ve created documentation for a variety of level 2 tickets and have started to dream bigger, with ideas for how to better approach level 3 tickets and the ticket management process as a whole.
Who will you be working with?
You’ll be working with our Customer Success and Development teams to accurately document and resolve tickets. And of course, you’ll work with the stars themselves: our customers!

If you’re curious about our culture, take a peek into the Plytix office!
We expect you to:
  • Have 5+ years of Application Support experience
  • Have experience with ticket management tools (such as Zendesk, Jira, Intercom…)
  • ITIL Certification a plus
  • Be able to thrive in a distributed team while working with team members in different time zones
  • Be an independent self-starter who isn’t afraid to take on new challenges
  • Have a high level of emotional intelligence—always being empathetic, kind, and patient
  • Have excellent organizational and time management skills
  • Be a proactive problem solver
  • Be fluent in English and Spanish
Why work at Plytix?
- Voted Malaga’s #1 employer by Great Place to Work®
- Be a part of a welcoming culture with bright, friendly people from around the world
- Have a purpose and plenty of opportunities to grow from day one
- Work from home or from our offices in the center of Malaga
- Competitive full-time salary €25,000 - €45,000 per year (*The amount will be determined based on experience)
​- Flexible working hours and unlimited remote days
- ​Catered, free lunches and unlimited ice cream when working from the office
- More perks (differs depending on which office you belong to)

About our culture
At Plytix, we don't have boring mission statements and corporate values that no one reads.
We operate from a simple guiding principle that's easy to remember:

"Don't be a jerk, don't hold back, and don't forget to have fun."
About us
We’re a next-generation SaaS scale-up that builds PIM software for the retail industry. Our name, Plytix, is short for Product Analytics—we started as an ecommerce analytics tool in 2015.

Since then, we’ve grown to be one of the leading Product Information Management (PIM) tools. It’s the only PIM system specially made (and priced!) for small to medium-sized ecommerce. It’s a single source of truth that helps teams manage and syndicate product information at scale, allowing you to get your products to market faster and smarter—regardless of the channel.

As far as the brains behind the software go, we’re a tight-knit team of passionate, data-driven individuals based here, there, and everywhere in the world! We’re also recognized for our outstanding customer care and employee culture, making us a Great Place To Work in 2021 & 2022.

Plytix wants you!
Thanks for considering a career with us at PLYTIX! Please, if you have any issues while submitting your application, feel free to send it to, Cheers!

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