End User Support Specialist - Level 2

About Mapal

We are a fast-growing B2B SaaS company transforming how hospitality businesses operate through technology. Mapal Group provides an integrated platform that helps restaurants, hotels, and contract catering brands optimize operations, empower their teams, and scale efficiently. Operating across Europe, the UK, and LATAM, we continue to expand our footprint as we accelerate our growth.

Our Culture

Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals.

Role Overview

We are looking for a proactive and technically skilled Level 2 End User Support Specialist to join our growing team.

In this role, you will act as a senior escalation point between frontline support and engineering teams, owning complex issue resolution, improving support processes, and helping elevate the overall capability of the support function.

You’ll combine deep product knowledge with analytical thinking to drive operational excellence, reduce recurring incidents, and improve customer experience through effective troubleshooting and knowledge sharing.

Key Responsabilities

• Incident Management &Technical Escalation

  • Act as the primary escalation point for complex, multi-system, or ambiguous support cases.

  • Coordinate and manage Major Incidents using established MIM processes.

  • Perform Root Cause Analysis (RCA) on recurring issues and identify whether they stem from user error, configuration, or system defects.

  • Reproduce software bugs in controlled environments and create detailed defect reports for engineering teams.

  • Investigate issues using logs, API responses, network diagnostics, and internal troubleshooting tools.

  • Improve escalation quality and contribute to reducing recurring incidents.

  • Help increase first-contact resolution rates through Level 1 enablement.

• Knowledge Management & Self-Service

  • Own and improve the quality of the internal Knowledge Base and external Help Center.

  • Create, review, and publish technical documentation, troubleshooting guides, and best practices.

  • Continuously optimize support documentation based on product updates and customer feedback.

  • Drive self-service adoption and reduce incoming ticket volume

• Release Management & Product Intelligence

  • Review release notes and product updates ahead of launches.

  • Translate technical changes into clear support impact assessments.

  • Proactively communicate known issues and potential risks.

  • Identify support readiness gaps before releases go live.

• Continuous Improvement

  • Identify systemic issues early and escalate them with data-driven insights.

  • Help reduce MTTR and minimize customer impact.

  • Track recurring incident trends and drive long-term improvements.

  • Maintain excellent case management discipline, ensuring SLA compliance and verified resolutions.

• Team Development & Mentorship

  • Mentor and support Level 1 Support Specialists in their day-to-day work.

  • Deliver knowledge-sharing sessions and technical coaching.

  • Increase Level 1 autonomy and reduce unnecessary escalations.

  • Lead by example in customer communication, case management, and technical excellence.

✅ Qualifications

• Must-have:

  • Ability to read and interpret application logs, error codes, and API responses.

  • Experience with ticketing and CRM platforms such as Zendesk, Salesforce, Freshdesk, or Jira .

  • Experience working alongside SaaS product and engineering teams.

  • Strong experience reproducing software bugs and documenting defects clearly.

  • Minimum 3–5 years in a Level 2 Technical Support, Systems Analyst, or similar SaaS support role.

  • Strong analytical and problem-solving mindset.

  • Excellent communication skills in both English and Spanish (written and spoken).

• Nice-to-have:

  • Understanding of web application architecture (front-end, back-end, databases, APIs).

  • Networking knowledge (DNS, proxies, connectivity troubleshooting).

  • Experience within the hospitality technology industry (POS, PMS, reservation systems, etc.).

  • Additional languages are a plus.

At MAPAL, you’ll be part of a collaborative and fast-paced environment where innovation, continuous learning, and customer success are at the heart of everything we do.

If you’re passionate about solving complex technical problems, empowering teams, and delivering exceptional customer experiences — we’d love to hear from you!