Lead the investigation and resolution of complex product escalations, driving them to a conclusion or escalating with a clear root cause.
Monitor product data health proactively, identifying and resolving accuracy issues before they surface to customers.
Mentor team members on technical approach and share knowledge across the team.
Own technical documentation in Confluence that enables Customer Operations to solve more independently.
Work closely with Engineering and Product teams to align on root causes and prioritize fixes.
Spot patterns in recurring issues and propose structural fixes that reduce future volume.
Contribute to the team's automation and AI tooling layer, building workflows that make the whole team more effective.

Proven experience in a product support or engineering role.
Able to read, debug, and work with Python and SQL using AI tools.
Comfortable working with AI-assisted workflows (Claude Code or equivalent).
Hands-on experience with support and documentation tools like Jira and Confluence.
Exceptional troubleshooting skills and analytical thinking, comfortable working across unfamiliar systems and products.
Clear and effective communication, capable of translating technical details for both technical and customer-facing audiences.
You take ownership of escalations without waiting to be told, and you know when to pull others in.
You care more about getting to the root cause than closing the ticket.
Fluency in English, both written and spoken.

Experience writing Python, beyond reading and debugging.
Experience building or maintaining AI-assisted workflows or automations in a support or engineering context.
Experience with JavaScript.
Advanced experience with Jira and Confluence, such as creating automation rules or custom reporting.
Familiarity with Looker for reporting and data insights.
Familiarity with the hospitality industry or hotel technology landscape.
Understanding of hotel related data or PMS systems.

Flexible working environment: Work from home or at one of our global offices.
Flexible time off: Autonomy to manage your work-life balance.
Alan Healthy benefits: 160€/month for food or nursery.
Payflow App: Access your earned salary in advance at no cost to you.
Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery.
Wellbeing support: Subsidized up to 80% ClassPass subscription.
Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
Collaborative team: High-bar, friendly, creative, and passionate colleagues.
Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
Impactful work: Shape products relied on by 85,000+ users worldwide.
Competitive compensation: Proactively maintained to value your work.
Referral bonuses: Earn rewards for bringing in new talent.

Remote (Worldwide) — Spain - Barcelona

Lighthouse is hiring a Senior Product Support Engineer