📍 Job Overview

Job Title: Customer Support Tier 2 - EMEA
Company: Aizon
Location: Barcelona, Catalonia, Spain
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-23
Experience Level: Mid-Senior level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Serve as the primary escalation point for Tier 1 agents, handling complex customer inquiries and technical issues.
Collaborate with cross-functional teams, including Engineering, Product, and Quality, to drive service improvements.
Maintain Aizon's high service standards while operating in a 24x5 environment, including public holidays.

📝 Enhancement Note: This role requires a strong customer focus, exceptional analytical skills, and the ability to thrive in a dynamic, fast-paced environment. Familiarity with SaaS environments and cloud technologies is essential.

💻 Primary Responsibilities

Advanced Troubleshooting: Handle escalated customer inquiries and complex issues, providing clear and effective solutions.
System Analysis: Diagnose and resolve software issues using logs, system data, and debugging tools.
Service Level Agreement (SLA) Compliance: Ensure all escalated tickets meet Aizon's SLAs and are handled professionally.
Incident Management: Take ownership of critical and high-impact incidents, ensuring thorough analysis and resolution.
Process Improvement: Identify recurring or systemic issues and collaborate with relevant teams to drive improvements.
Mentoring: Provide guidance and training to Tier 1 agents to help them grow in technical proficiency.
Proactive Monitoring: Monitor system alerts and proactively address issues, including coordinating with customers when needed.
Communication: Keep customers informed about ticket progress, outages, and planned maintenance in a clear and timely manner.
Cross-Functional Collaboration: Represent customer needs and share insights based on escalated issues, contributing to Aizon's success.
Deployment Planning: Coordinate with customers and internal teams for deployment planning, ensuring alignment with SLAs.
Post-Mortem Participation: Contribute to continuous learning and process refinement by participating in post-mortems.
On-Call Rotation: Provide night shift support as required.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 3+ years of experience in technical support, with at least 1-2 years in a Tier 2 or advanced troubleshooting role.

Required Skills:

Proven experience diagnosing issues in SaaS applications, cloud environments, or data platforms.
Familiarity with: TypeScript, Node.js, React; AWS Lambda; AWS DocumentDB; AWS CloudWatch; SSO and SAML.
Strong understanding of SLAs, ticket escalations, and service impact in regulated or mission-critical environments.
Experience working in agile, cross-functional teams, with a proactive approach to issue identification and resolution.
Experience working in regulated industries such as pharmaceuticals or manufacturing is a plus.

Preferred Skills:

Fluency in additional languages, particularly Spanish or French.
Experience with customer relationship management (CRM) software.
Knowledge of ITIL frameworks.

📝 Enhancement Note: Candidates should have a strong analytical mindset, excellent communication skills, and a proactive, customer-focused approach. Experience in a similar role within a SaaS environment or regulated industry is highly desirable.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €35,000 - €50,000 per year (gross), depending on experience and qualifications. This estimate is based on market research for mid-level technical support roles in Barcelona and the broader region.

Benefits:

Competitive salary in the sector with scheduled performance/salary reviews.
Stock Options.
Private Medical & Dental Insurance.
Internal Training & Certifications.
Professional development and collaborative environment.
Flexible schedule & Intensive Fridays.
Flexible Remuneration Options.
Language Training Courses.
Top-notch "tech pack" – We are Mac lovers!
Monthly Team Building Activities.

Working Hours: 40 hours per week, operating in a 24x5 environment including public holidays.

🎯 Team & Company Context

🏢 Company Culture

Industry: Life Science Software, Artificial Intelligence, and Manufacturing Operations.

Company Size: Medium (100-250 employees).

Founded: 2017.

Team Structure:

The Customer Support team operates in a 24x5 environment, including public holidays.
The team consists of Tier 1 and Tier 2 support agents, working closely with Engineering, Product, and Quality teams.
The ideal candidate will be comfortable working in a dynamic, fast-paced environment and collaborating with cross-functional teams.

Development Methodology:

Aizon follows Agile methodologies, with a focus on continuous improvement and customer success.
The company encourages a culture of innovation, learning, and growth.

Company Website: www.aizon.ai

📝 Enhancement Note: Aizon's culture values collaboration, innovation, and customer focus. The company is committed to improving global health by optimizing how medicines are manufactured, making it an attractive choice for professionals seeking to make a positive impact in the life science industry.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Aizon's office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Barcelona, Catalonia, Spain.

Workspace Context:

The workspace is equipped with top-notch technology, including Mac computers.
The office encourages collaboration and open communication, with regular team-building activities.
Aizon offers flexible remuneration options and language training courses to support employee growth and development.

Work Schedule: The shift runs from 9:00 AM to 6:15 PM (Mon-Thu) and 9:00 AM to 15:00 PM (Fri).

📝 Enhancement Note: Aizon's work environment is designed to support employee growth, collaboration, and innovation. The company offers competitive benefits and a flexible work schedule to attract and retain top talent in the life science software industry.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
Technical Assessment: A practical exercise or case study to evaluate problem-solving skills and technical proficiency.
Behavioral Interview: A discussion focused on past experiences, achievements, and career goals.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to assess overall fit and make a hiring decision.

Portfolio Review Tips (N/A for this role):

Not applicable for this role.

Technical Challenge Preparation (N/A for this role):

Not applicable for this role.

ATS Keywords:

Customer Support, Technical Support, SaaS, Cloud Environments, Debugging, TypeScript, Node.js, React, AWS Lambda, AWS DocumentDB, AWS CloudWatch, SSO, SAML, Agile, ITIL, Customer Success, Regulated Industries, Pharmaceuticals, Manufacturing.

📝 Enhancement Note: Aizon's interview process is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit. The company values candidates who are proactive, customer-focused, and committed to driving service improvements.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Aizon values exceptional customer support, with a focus on resolution, communication, and customer satisfaction.
The company encourages a culture of continuous learning and improvement, with a commitment to staying up-to-date with the latest technologies and best practices.

Collaboration Style:

Aizon fosters a collaborative work environment, with regular team-building activities and a focus on open communication.
The company encourages cross-functional collaboration and knowledge sharing to drive service improvements and customer success.

📝 Enhancement Note: Aizon's customer support team is committed to delivering exceptional service and driving continuous improvement. The company values collaboration, learning, and growth, making it an attractive choice for professionals seeking to develop their skills and advance their careers in the life science software industry.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer inquiries and technical issues in a fast-paced, dynamic environment.
Collaborating with cross-functional teams to drive service improvements and customer success.
Maintaining Aizon's high service standards while operating in a 24x5 environment, including public holidays.

Learning & Development Opportunities:

Aizon offers internal training and certification programs to support employee growth and development.
The company encourages a culture of continuous learning and innovation, with a focus on staying up-to-date with the latest technologies and best practices.

📝 Enhancement Note: Aizon's customer support team faces unique challenges and opportunities in a dynamic, fast-paced environment. The company offers a range of learning and development opportunities to support employee growth and career advancement in the life science software industry.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've faced and how you resolved it. Walk us through your thought process and the steps you took to diagnose and fix the problem.
Customer Communication: How do you explain technical concepts to non-technical stakeholders? Provide an example from a previous role or experience.
Service Improvement: How have you identified and addressed recurring or systemic issues in a previous role? What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Customer Focus: How do you ensure that customer needs are always at the forefront of your decision-making process?
Teamwork: Describe a time when you had to work collaboratively with a cross-functional team to achieve a common goal. What was the outcome, and what did you learn from the experience?
Adaptability: How do you stay up-to-date with the latest technologies and industry trends? Provide an example of a time when you had to quickly learn a new tool or process to address a customer need or service improvement opportunity.

Portfolio Presentation Strategy (N/A for this role):

Not applicable for this role.

📝 Enhancement Note: Aizon's interview process is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit. The company values candidates who are proactive, customer-focused, and committed to driving service improvements and customer success in the life science software industry.

📌 Application Steps

To apply for this Customer Support Tier 2 - EMEA position:

Submit your application through the application link.
Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in technical support and customer success.
Prepare for the phone/video screen by practicing your communication skills and reviewing Aizon's company culture and values.
Research Aizon's products, services, and industry to demonstrate your understanding of the company and its mission.
Prepare for the technical assessment by reviewing your problem-solving skills and brushing up on your knowledge of SaaS environments, cloud technologies, and debugging techniques.
Reflect on your past experiences and achievements to prepare for the behavioral interview, focusing on your customer focus, collaboration, and adaptability.
Prepare for the final interview by considering your long-term career goals and how Aizon's mission and culture align with your personal values and aspirations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Tier 2 - EMEA