Technical Support Senior Associate

About the role

We are looking for a Technical Support Senior Associate to join Pleo’s Customer Operations Tech Support team in Lisbon. You will help customers resolve technical issues, troubleshoot bugs and work closely with product and engineering teams to improve our spend management platform.

Key responsibilities

• Provide timely technical support via Freshdesk, answering product questions and resolving issues.
• Navigate Freshdesk and Freshchat to troubleshoot, document cases and guide users.
• Diagnose technical problems, communicate solutions clearly to non‑technical users, and stay up‑to‑date on Pleo products.
• Collaborate with product and engineering to report bugs, contribute context and help prioritize fixes.
• Escalate and manage bugs, set expectations on timelines and keep users informed.
• Identify and implement improvements to support workflows independently where possible.
• Provide regular updates to the Tech Support Lead on ongoing issues and improvement opportunities.

Required profile

• At least 1 year of experience in a first‑line support role handling diverse technical queries.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Proactive, self‑motivated attitude and a quick learning mindset.
• Comfortable working cross‑functionally and influencing product improvements.

Required skills

• Proficiency with Freshdesk and Freshchat.
• Experience using Big Query or similar BI/reporting tools.
• Familiarity with Slack, Postman and Grafana.

What we offer

• Company Pleo card for expense‑free spending.
• Catered lunches or lunch allowance.
• Comprehensive private healthcare options.
• 25 days holiday plus public holidays, with option to purchase additional days.
• Hybrid or fully remote working options.
• Free mental‑health support via MyndUp and paid parental leave.