Technical Customer Support Specialist (HUBU)

Plusgrade; Montreal (administrative region); On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

RRSP Matching

Comprehensive Health Plans

Flexible Paid Time Off

Travel Experience Perk

Annual Wellness Perk

Commuter Perk

Learning Allowance

Parental Leave Top Up

Job summary

Plusgrade is seeking a Technical Customer Support Specialist to own and resolve complex technical partner issues from intake to resolution. You will collaborate with Product, Engineering, and Onboarding, helping hotel partners through go-live and turning recurring issues into actionable playbooks and documentation.

You will work with APIs, webhooks, data mapping, and configuration tools, while leveraging AI workflows to speed up troubleshooting and improve processes.

Qualifications

• Structured, methodical approach to technical troubleshooting.
• Ability to explain technical concepts to technical and non-technical audiences.
• Balance multiple priorities with precise, action-oriented notes.
• Navigate topics like APIs, webhooks, data mapping, and configuration tools.
• Experience building reliable AI workflows for troubleshooting or documentation.

Responsibilities

• Own technical partner issues from intake to resolution.
• Reproduce issues, gather evidence, and collaborate with Product/Engineering.
• Assist hotel partners through go-live and create playbooks and docs.
• Drive workflow improvements and use AI-assisted tools thoughtfully.

Skills

Tech troubleshooting

Clear communication

APIs & webhooks

Data mapping

Configuration tools

AI workflows

Problem solving

Multitasking

Tools

AI tools

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.

Employment Type

Permanent

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 judgement on when to resolve an issue, investigate further, or elevate 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

Our Process

We believe every candidate deserves a fair, transparent experience, so regardless of outcome, everyone gets feedback.

Our process: Recruiter call - Hiring Manager interview - Final interview.

Plusgrade is an equal-opportunity employer committed to accessible recruitment. 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. We may use AI-assisted tools to help screen and assess applicants for this role. This posting is for an existing vacancy.