Untile is a digital product design and development studio based in Viana do Castelo. We build world-class digital products, and we know that a great product is only as good as the support behind it.
We are looking for a Product Support Specialist who lives at the intersection of technology and empathy.
This isn't your typical "reset my password" help desk role. You will be the voice of Untile for our users and the eyes of our engineering team.
We need someone who is tech-savvy enough to debug a software issue and human enough to turn a technical challenge into a seamless user experience.
Your job
- Provide first-line technical support for our digital products, ensuring software issues are identified and addressed with a product-first mindset.
- Investigate, reproduce, and document bugs in staging and production environments using Browser DevTools to analyze network requests and API responses.
- Act as a technical bridge, translating user feedback into clear, actionable bug reports for our Design and Engineering teams.
- Analyze logs and technical context to identify if an issue is a frontend glitch, a backend exception, or a data inconsistency.
- Work closely with delivery teams to verify that fixes meet the original design and functional requirements before reaching the client.
- Create and maintain technical documentation, guides, and FAQs to empower users and streamline internal support.
- Monitor recurring friction points to provide data-driven insights for the product’s evolution and roadmap.
WHAT YOU MUST HAVE:
- Minimum of 3 years of experience in software-focused technical support or product support roles.
- Academic background in IT, Computer Science, or a related technical field.
- Solid technical understanding of web application architectures (Frontend, Backend, and APIs).
- Hands-on experience with DevTools: Ability to inspect elements, check network payloads, and identify HTTP status codes.
- Clear and effective communication skills to effectively collaborate with clients and internal teams.
- Proficiency in English, both written and spoken, for collaboration with international partners.
- Detail-oriented mindset with a focus on providing structured and technical information (logs, steps to reproduce).