Technical Support Manager

📍 Madrid / Hybrid | FERO

About FERO

FERO is a fast-growing SaaS company helping eCommerce brands improve one of the most critical parts of their business: checkout.

We focus on reducing friction, increasing conversion, and delivering measurable impact for our customers.

As we scale, we’re building a team that takes ownership, moves with urgency, and is deeply committed to product quality and customer experience.

Why Join FERO

• High ownership and direct impact on product and customer experience
• Close collaboration with product and engineering
• Fast-paced environment with minimal bureaucracy
• Opportunity to build and shape the support function from an early stage

The Role

As Technical Support Manager, you will play a key role at the intersection of customers, product, and engineering.

You will own the support function end-to-end, ensuring that customer issues are clearly understood, effectively prioritised, and resolved with speed and precision.

You will translate customer feedback, incidents, and technical issues into structured insights that directly inform product decisions.

This role reports into the Product team and works closely with engineering to ensure that what we build reflects real customer needs.

What You’ll Do

• Own the full support lifecycle, from initial customer contact through to resolution and post-incident review
• Triage and structure incoming issues into clear, actionable tickets for product and engineering
• Act as the voice of the customer in product discussions, identifying patterns, recurring issues, and critical blockers
• Build and scale support processes, workflows, and documentation (knowledge base, internal playbooks)
• Partner with Product on prioritisation, SLAs, and communication around releases and fixes
• Manage incident communication with customers in a clear, calm, and professional manner
• Identify systemic issues and proactively drive improvements in both product and processes

What We’re Looking For

• Experience in customer or technical support within a SaaS environment
• Excellent English communication skills (written and spoken)
• Comfortable analysing API logs, JSON responses, and error messages (no coding required, but strong technical understanding)
• Strong organisational and prioritisation skills, with the ability to manage multiple concurrent issues
• Experience with tools such as Jira, Linear, Intercom, Zendesk, or similar
• A structured and analytical mindset, with a focus on identifying root causes
• Ability to operate effectively in a fast-paced, evolving environment

Nice to have:

• Experience in eCommerce, payments, or checkout-related products
• Experience building support processes or functions from scratch

Who You Are

• A clear and effective communicator who builds trust with customers and internal teams
• Technically literate, able to bridge the gap between business and engineering
• Proactive and self-driven, with a strong sense of ownership
• Calm and composed under pressure, especially during incidents
• Comfortable working in ambiguity and building structure where it does not yet exist

Hiring Process

Our process consists of three steps: an initial screening interview, a second interview with the Product team, and a final conversation with the CEO.