Client Service Technical Consultant

UniFocus, LLC; India; Hybrid; INR 900,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Hybrid environment

Job summary

UniFocus is seeking an experienced Client Service – Technical Consultant to provide L2 support for our hospitality SaaS platform. You will diagnose, troubleshoot, and resolve incidents, coordinate with client IT teams, and assist with data validation and bug fixes.

The role requires strong communication skills, ability to work across multiple layers, and willingness to work in a 24x7 shift structure. Hybrid work environment and healthcare benefits are offered.

Qualifications

• 2–5 years of experience in technical application support or similar role.
• Experience with SaaS applications in hospitality technology platforms preferred.
• Strong troubleshooting across layers: product configuration, interfaces, logs, connectivity.
• Strong Windows, IIS configuration and server basics.
• Basic AWS-hosted environment coordination with infra teams.
• SQL/MySQL basic querying and data validation.
• Experience with interfaces and integrations between systems.
• Strong written and verbal communication skills.
• Ability to manage multiple escalations in a 24x7 shift.

Responsibilities

• Act as an L2 escalation point for OPS-related incidents and service requests.
• Troubleshoot issues in OPS workflows, interfaces, connectivity, and IIS configuration.
• Review logs, error messages, and client-provided examples to identify root causes.
• Run approved SQL queries to validate data and support issue investigations.
• Coordinate with clients, hotel IT teams, and internal teams to resolve issues.
• Escalate to Product/Engineering when required with thorough documentation.
• Validate upgrades/fixes before client closure.
• Contribute to knowledge base and process improvements.

Skills

Troubleshooting

Windows server

AWS knowledge

SQL/MySQL

Interfaces & integrations

Documentation

Communication skills

Multi-tasking

Shift work

Tools

IIS

SQL tooling

Job description

Unifocusis an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.
We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

As a Client Service – Technical Consultant, you will be responsible for providing Tier 2 (L2) support to our clients by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.

WHAT WILL YOU DO:

• Act as an L2 escalation point for technical troubleshooting and remediation of OPS-related incidents and service requests, including issues that may involve AWS-hosted environments, integrations, configurations, services, logs, and connectivity.
• Troubleshoot technical issues related to OPS workflows, external interfaces, application behaviour, connectivity, IIS configuration, and related system components.
• Investigate issues escalated by the Client Service Consultants/L1 team by reviewing available details, logs, error messages, configuration settings, interface behaviour, and client-provided examples.
• Run approved, pre-defined SQL queries to validate data, investigate application issues, and support escalation or fix validation where required.
• Identify whether an issue is application-related, configuration-related, data-related, interface-related, environment-related, vendor-related, or client-side.
• Coordinate directly with clients, on-site IT teams, vendors, and off-site helpdesks over email or phone calls to complete technical assignments and drive issues toward resolution.
• Escalate issues to Product, Engineering, DevOps, or other internal teams when required, with clear documentation of the issue, troubleshooting steps completed, findings, business impact, and expected outcome.
• Resolve urgent and business-critical requests escalated by the Client Service Consultants/ L1 Team in a timely and structured manner.
• Validate upgrades and fixes received from the Development/Product teams for the impacted OPS workflow before client closure confirmation.
• Identify repeat issues reported by properties and highlight configuration gaps, interface issues, training gaps, or product defects where applicable.
• Contribute to internal knowledge documentation, issue trend analysis, and process improvement discussions to reduce repeat escalations.

WE ARELOOKING FOR:

• 2–5 years of experience in technical application support, L2 support, technical consulting, implementation support, or a similar client-facing technical role.
• Prior experience supporting similar SaaS applications, hospitality technology platforms, PMS, Procurement, or other enterprise applications will be preferred.
• Strong troubleshooting skills with the ability to investigate application issues across multiple layers, including product configuration, interfaces, logs, connectivity, services, and data validation.
• Good understanding of Windows environments, including basic server behaviour, service checks, logs, IIS configuration, and configuration-related troubleshooting.
• Basic working knowledge of AWS-hosted application environments, with the ability to coordinate with Infrastructure/Cloud teams for environment-related issues.
• Basic understanding of SQL/MySQL, including the ability to run approved, pre-defined queries, interpret results, and support data validation or issue investigation.
• Working knowledge of interfaces and integrations between systems, including the ability to test, validate, and troubleshoot data flow or connectivity issues.
• Working knowledge of internet-based technologies and protocols, including DNS, IP addressing, firewall concepts, SSH, FTP/SFTP, HTTP/HTTPS, email routing, and basic connectivity troubleshooting.
• Ability to review logs, error messages, screenshots, user inputs, and client-provided examples to identify issue patterns and possible root causes.
• Experience coordinating directly with clients, vendors, hotel IT teams, and internal technical teams to resolve support issues.
• Ability to document issues clearly, including steps to reproduce, troubleshooting completed, findings, business impact, workaround, escalation summary, and resolution notes.
• Strong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders.
• Ability to remain calm and structured while handling urgent, high-impact, or business-critical issues.
• Strong attention to detail, ownership mindset, and ability to manage multiple escalations simultaneously.
• Willingness to work in shifts as part of a 24x7 structure.

THE UNIFOCUS EXPERIENCE:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.
We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

• Health insurance
• Paid time off
• A hybrid environment that promotes a healthy work-life balance