Technical Customer Support Specialist (HUBU)

Ancillary Streams Ltd.; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

RRSP Matching

Comprehensive Health Plans

Flexible Paid Time Off

Travel Experience Perk

Annual Wellness Perk

Commuter Perk

Tenure-Based Work From Anywhere

Parental Leave Top Up

Adventure Pass

Learning Allowance

Job summary

Plusgrade in Montreal is seeking a Technical Customer Support Specialist to manage complex technical issues for hospitality partners worldwide. The role focuses on troubleshooting and guiding partners through their technical challenges.

You'll be responsible for making sure partners receive timely support while analyzing data and configurations. We offer a flexible work environment with various employee perks, including comprehensive health plans and a remote work program.

Qualifications

• Structured approach to technical troubleshooting.
• Ability to explain concepts to both technical and non-technical audiences.
• Experience with creating reliable workflows to speed up troubleshooting.

Responsibilities

• Take ownership of technical partner issues from intake to resolution.
• Help hotel partners through go-live and document recurring issues.
• Collaborate with Product and Engineering teams.

Skills

Technical troubleshooting

APIs knowledge

Data mapping

Problem solving

Tools

Configuration tools

Job description

Employment Type: Permanent Job Description: Technical Customer Support Specialist Hospitality partners around the world rely on our platform to drive revenue and guest experience, and right now our team needs someone who wants to bring structure to complex technical issues and own them to resolution, not just answer tickets.

What You'll Be Doing You will take ownership of technical partner issues from intake to resolution, unspooling complex configuration, data, access, and integration problems. You will reproduce issues, gather evidence, and collaborate directly with Product, Engineering, and Onboarding to keep partners moving forward. Day to day, you will help hotel partners through go‑live, turn recurring support issues into playbooks and documentation, and drive workflow improvements. AI handles initial case triage, partner health signals, and repetitive documentation, freeing you to focus on complex technical investigations and cross‑functional problem solving.

What You Bring You have a structured, methodical approach to technical troubleshooting and know how to explain technical concepts clearly to both technical and non‑technical audiences. You balance multiple priorities effortlessly while keeping case notes precise, action‑oriented, and thorough. You navigate technical topics with confidence, including APIs, webhooks, data mapping, and configuration tools. You exercise strong judgment on when to resolve an issue, investigate further, or escalate to Product and Engineering with rich context. You've built reliable, repeatable AI workflows to speed up troubleshooting, research, or documentation, and you know how to evaluate AI output before sharing it with partners.

Why Plusgrade Travel is about the moments that make a journey feel personal. At Plusgrade, we build the technology that makes those moments possible, from upgrade offers and loyalty experiences to revenue tools used by 575+ airline, hospitality, cruise, rail, and financial services partners worldwide. The work is global, complex, and rewarding. You will solve meaningful problems, take ownership from idea to outcome, and work alongside people who are smart, curious, and committed to doing great work. We also give our teams access to AI tools and the encouragement to use them thoughtfully, to move faster, explore ideas, and build better ways of working. We trust our teams to do their best work. That means autonomy, flexibility, and room to grow. Come help us shape the future of travel.

What You'll Love About Us

• RRSP Matching
• Comprehensive Health Plans
• Flexible Paid Time Off
• Travel Experience Perk
• Annual Wellness Perk
• Commuter Perk
• Tenure‑Based Work From Anywhere Program
• Parental Leave Top Up
• Adventure Pass
• Learning Allowance

We welcome applications from all qualified individuals regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation or any other category protected by law. Accommodation is available upon request.

This posting is for an existing vacancy.

Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 575 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and offices around the world.