Technical Customer Support Specialist (HUBU)

Plusgrade; Montreal (administrative region); Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Health plans

Flexible PTO

Travel experience perk

Parental Leave Top Up

Learning Allowance

Job summary

Plusgrade is seeking a Technical Customer Support Specialist to own complex technical partner issues from intake to resolution. You will reproduce issues, gather evidence, and collaborate with Product, Engineering, and Onboarding to keep partners moving forward.

You will also help hotel partners through go-live and build playbooks and documentation. AI-driven triage supports faster troubleshooting, while you maintain high-quality case notes and effective communication with both technical and

Qualifications

• Structured, methodical approach to troubleshooting and ability to explain technical concepts to diverse audiences.
• Strong prioritization and precise, action-oriented case notes.

Responsibilities

• Own technical partner issues from intake to resolution.
• Reproduce issues, gather evidence, and collaborate with Product, Engineering, and Onboarding.
• Help partners through go-live and turn recurring issues into playbooks and docs.
• Develop and evaluate AI-assisted workflows to speed up troubleshooting and documentation.

Skills

Technical troubleshooting

API integration

Data mapping

Documentation

AI workflow

Job description

## Technical Customer Support Specialist (HUBU)Apply: Hybrid: CAN - Montreal: Full time: Posted 5 Days Ago: JR100165**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 **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.