Location: Spain (remote or based in our Granada hub)
Department: Customer Success
Contract Type: Full-time
Reports to: VP Customer Success
About Palisis
Palisis is a leading provider of software solutions for the transportation and tourism industry, helping companies streamline their operations, boost efficiency, and enhance customer experiences. With a strong presence in Europe and beyond, we empower our partners to scale their businesses through innovative SaaS platforms and outstanding service.
Your Role
As a L1 Support Specialist, you will be the first point of contact for our customers, helping them resolve issues and get the most out of Palisis solutions. You will diagnose and troubleshoot technical and functional challenges, provide product guidance, and collaborate closely with internal teams to ensure a seamless customer experience.
This role is ideal for someone who enjoys problem-solving, working directly with customers, and continuously learning in a dynamic SaaS environment.
Key Responsibilities
- Serve as the first point of contact for customers seeking assistance via ticketing systems, phone, and other communication channels.
- Diagnose and troubleshoot software and hardware-related issues through remote support and effective questioning.
- Determine and implement the most efficient resolution based on customer needs and technical context.
- Guide customers through problem-solving processes in a clear and customer-friendly manner.
- Escalate unresolved or complex issues to the appropriate internal teams when necessary.
- Educate customers about Palisis products, features, and best practices to improve adoption and satisfaction.
- Collaborate with internal teams, including Customer Success Managers, Engineering and Product teams, to improve customer outcomes.
- Contribute to the development and maintenance of internal knowledge base articles and support documentation.
- Monitor and prioritise multiple support cases simultaneously while maintaining a high standard of service.
- Proactively identify areas of improvement and share customer feedback internally to enhance our solutions.
Your Profile
- Fluent in German and English (written and spoken).
- +2 years of experience in customer support, technical support, customer success, or a customer-facing role.
- Strong communication skills with the ability to explain complex topics in a simple and effective way.
- Naturally customer-oriented, with a passion for helping people and solving problems.
- Comfortable working independently and in a team, managing multiple priorities.
- Strong analytical and troubleshooting mindset.
- Based in Spain.
Nice to Have
While not essential, the following qualifications or experience would be considered a plus:
- Other Languages such as Spanish, Italian or French are a BIG PLUS.
- Background in Information Technology, Computer Science, Software Engineering, Business Information Technology, or related fields.
- Familiarity with computer networking, hardware, or software systems.
- Experience working in SaaS, travel-tech, tourism, or transportation industries.
- Strong computer literacy and confidence using productivity tools such as Microsoft Office.
What We Offer
- A dynamic, international work environment with flat hierarchies.
- Career growth opportunities within Customer Success and Support.
- Dedicated budget for professional development and continuous learning.
- Direct exposure to the SaaS and travel-tech industry.
- Flexible working conditions (remote/hybrid depending on location).
- Regular team events and a supportive culture.
How to Apply
If you are passionate about customer support and want to help shape the future of travel technology, we’d love to hear from you.
👉 Please send your CV and a short cover letter to careers@palisis.com with the subject line: “Customer Success Support Specialist – [Your Name]”