Senior Product Support Engineer

Senior Product Support Engineer

Barcelona, Spain

At Lighthouse, we're on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

Our guiding light

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We're innovators who care deeply about our customers' success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don't just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We're more than just a workplace – we're a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry's most exciting rocket-ship?

Job Details

• Engineering
• Spain - Barcelona
• Full-Time/Remote

What you will do

As a Senior Product Support Engineer, you will own complex technical escalations across one of our core product verticals, either non-integrated products or integrations, depending on your profile. You are the connection point between Customer Operations and Engineering, the person who figures out what is actually wrong and either fixes it or gets it to the right team. You have minimal direct customer contact, but every resolution you own directly shapes their experience.

Where you will have impact

• 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.

About our team

We sit at the intersection of Customer Operations and Engineering. Around 40% of what comes in we resolve entirely ourselves. The rest we escalate with a clear root cause and investigation trail. We use AI tooling and Claude Code as standard parts of how we work.

What's in it for you?

• 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.

Who you are

• 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.

We welcome

• 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.

Technologies you will work with

Python, SQL (BigQuery), JavaScript, Claude Code, N8N, Rundeck, Rootly, VSCode, Postman, Jira, Confluence, Google Workspace, Zendesk, Intercom, macOS

Diversity, equity, inclusion, and belonging

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!