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Product Support Specialist (L3 Analyst)

On-site in Madrid·Full-time·Added 2 months ago (last checked 13 Oct)

Board International

10 open roles

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Our summary

Work mode: On-site, Madrid
Contract: Full-time
English: Required
Education: University degree

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Skills

Nice to have

Requirements

What we're looking for

Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field
Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred
Proven experience working in a customer support role using a case management platform
Experience with Client/Server Operating Systems and Cloud solutions
Knowledge of Network Management advantageous
Familiarity with SQL and ODBC data source connections will be a plus
Quick learner with the ability to understand and learn complex systems communicating with different stakeholders
Ability to work against tight deadlines within an exciting environment
Strong skills and passionate in critical thinking, decision making, problem solving, and attention to details
Excellent written and verbal communication skills
Proficiency in English

The role

Board is the most trusted Agentic Planning Platform, combining business context, Continuous Planning, and efficient enterprise AI to deliver confident, aligned, and faster decisions.

Board connects enterprise data and external signals with planning models, domain expertise, and scenario modeling, enabling governed AI to understand, reason, recommend, and support action.

Board is looking for a highly analytical and self-motivated Product Support Specialist (L3 Analyst). This position provides dedicated support for our US East Coast customers and therefore follows a regular Monday-to-Friday schedule from 3:00 p.m. to 11:00 p.m. CET. Reporting to the L3 Product Support Team Lead, you will work alongside our customers and business partners to enable their success using the Board Platform.

As a Product Support Specialist, you will acquire deep and extensive platform knowledge to become a Board platform ambassador and primary technical point of contact, both internally and externally. You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem solving.

Level 3 is in charge for investigations of complex incidents happening to our customers. These issues can occur both on the front-end/back-end components and requires a deep knowledge of the Board platform to carry on any troubleshooting and resolution activity.

What you'll do

Investigate issues raised by Board users while using mission critical solutions
Work on open product related cases while focusing on root cause analysis and troubleshooting
Communicate with customers via email, calls, and ticketing platform on a daily basis
Regularly communicate progresses and statuses of investigations and fixes to several stakeholders
Research and document issues as Knowledge Base articles
Attend and support implementation projects onsite when required
Collaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales and Sales Consultants to resolve highly complex technical issues related to solution deployment
Meet Board's Premium Support obligations to customers and ensure adherence thereto

About Board International

Board International is a global software company that provides a unified platform for business intelligence, enterprise performance management, and predictive analytics. With a history spanning over 20 years, the company helps organizations streamline planning, budgeting, forecasting, and reporting processes. Its solutions are used by large enterprises across various industries, including retail, manufacturing, and financial services. The company maintains a significant global footprint with offices in Europe, the Americas, and Asia, and continues to invest in AI-driven capabilities to enhance its product offerings.

Industry: Software
Founded: 1994
Employees: 1,000–5,000
Headquarters: Chiasso, Switzerland
In Spain: Madrid

Good to know if you are moving

Board International has a significant office in Madrid, Spain, which is a hub for software engineering, solution development, and AI roles.
The company offers roles in English, making it accessible for international professionals.
Positions in Madrid include software engineering, AI development, and solution consulting, indicating a strong technical presence.
The company has a global presence with offices in London, Paris, Mumbai, and Chiasso, offering potential for international mobility.
Board International emphasizes professional growth and a supportive work environment, as stated on its careers page.

In their own words

About the company & team

What's been key to our success? Our people-we value everyone's unique perspective and energy they bring to the organization. We collaborate openly across teams and borders. We embrace a growth mindset to get results. And we celebrate shared success as goals and milestones are achieved.

Ready to join a team where innovation meets collaboration? If you're driven by bold ideas and a customer-centric mentality, your next adventure starts here!

Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with Board Intelligent Planning Platform? Then join our global Support Team!

Additional information

Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.

Your personal data will be stored for as long as it is necessary to process the job applications that you submitted and for the provision of the service that you requested. Your personal data may also be processed for the fulfillment of the obligations provided for by law. Your data will in any case be deleted without unjustified delay once the aforementioned legal obligations have been fulfilled. Your personal data are collected and used by Board International SA and/or its subsidiaries that are located in the EU or outside on the basis of the appropriate safeguards provided by the European Regulation 2016/679. At any time you may request to access, to correct and/or delete your personal data used by Board International SA or by its subsidiaries for recruiting purposes.

For further question, please refer to our Privacy Policy at https://www.board.com/en/privacy-policy

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