Senior End User Support Specialist - Escalations & RCA

About Mapal

We are a fast-growing B2B SaaS company transforming how hospitality businesses operate through technology. Mapal Group provides an integrated platform that helps restaurants, hotels, and contract catering brands optimize operations, empower their teams, and scale efficiently. Operating across Europe, the UK, and LATAM, we continue to expand our footprint as we accelerate our growth.

Our Culture

Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals.

Role Overview

We are looking for a proactive and technically skilled Level 2 End User Support Specialist to join our growing team. In this role, you will act as a senior escalation point between frontline support and engineering teams, owning complex issue resolution, improving support processes, and helping elevate the overall capability of the support function. You’ll combine deep product knowledge with analytical thinking to drive operational excellence, reduce recurring incidents, and improve customer experience through effective troubleshooting and knowledge sharing.

Key Responsabilities

• Act as the primary escalation point for complex, multi-system, or ambiguous support cases.
• Coordinate and manage Major Incidents using established MIM processes.
• Perform Root Cause Analysis (RCA) on recurring issues and identify whether they stem from user error, configuration, or system defects.
• Reproduce software bugs in controlled environments and create detailed defect reports for engineering teams.
• Investigate issues using logs, API responses, network diagnostics, and internal trouble