Senior Technical Support Specialist

The Senior Technical Support Specialist serves as a product expert and technical mentor within the team, resolving complex customer inquiries, and collaborating with Product and Engineering on software defects. They mentor junior members, curate knowledge resources, and lead real-time swarming sessions to help the broader team resolve unfamiliar cases.

Requirements

• 5+ years of progressive experience in technical support within the hospitality technology or SaaS industry
• Proven expertise in utilizing advanced troubleshooting and monitoring tools such as Sentry, Sumo Logic, and DataDog
• Demonstrated ability to effectively manage and prioritize a caseload of complex technical issues and high-pressure escalations
• Strong mentorship skills, with experience guiding junior team members or peer-reviewing technical work
• Experience working collaboratively with Product and Engineering teams on bug resolution and feature improvements

Benefits

• Professional growth and development
• Opportunity to work with a leading SaaS platform in the hospitality industry
• Collaborative and dynamic work environment