L1 Technical Support Agent (Spanish and English Speaking)

Canary Technologies; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Unlimited PTO

Holidays + Canary Days

Birthday Holiday

Office Exchange

Canary Hotel Experience

Preferred Hotels Discount

Self Improvement Club

Professional Development

Referral Program

Job summary

Canary Technologies is hiring Technical Customer Support Agents to be the first line of support for our hotel and guest-management platform. You’ll handle everyday product questions with speed, warmth, and precise following of documented workflows.

The role requires native or bilingual English and Spanish, with the ability to work 9am-6pm in US or European time zones. Experience in SaaS, hospitality tech, or customer-facing roles is preferred.

Qualifications

• Bilingual English/Spanish proficiency for technical support communications.
• Experience in customer service, SaaS, or hospitality tech is preferred.
• Ability to explain complex steps simply to non-technical users.

Responsibilities

• Answer standard product questions using Canary documentation and internal tools.
• Troubleshoot common technical issues with curiosity and evidence before escalating.
• Communicate clearly, warmly, and with actionable guidance to customers.
• Maintain ticket hygiene, notes, queue awareness, and SLA adherence.
• Apply coaching to improve product knowledge and troubleshooting; use AI tools responsibly.
• Demonstrate integrity, reliability, adaptability, collaboration, and ownership daily.

Skills

English

Spanish

Tools

Zendesk

SaaS tools

Job description

About Us

Think about your last hotel stay. Did you skip the front desk line with mobile check-in? Message the staff for extra pillows? Order a late-night snack with a tap on your phone?

Then you’ve likely run into Canary in the wild. Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience.

We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly $200M raised to date. Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards, including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award. We’re scaling our team to bring innovation to life faster than ever.

We’re growing quickly, and we're looking for people who are passionate about their work, want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards, fast pace, real ownership. If that's the environment you're looking for, this is the place for you.

Come join us! Let’s shape the future of hospitality together.

About The Role

Technical Customer Support Agents are the first line of support for Canary customers. This role handles everyday product questions and standard technical issues with speed, accuracy, warmth, and strong follow-through. L1 Agents build strong product foundations, follow documented workflows, communicate clearly, and create a low-effort support experience for hotel teams operating in time-sensitive environments.

This role requires native or bilingual proficiency in Spanish. Must also be able to work standard business hours (9am-6pm) in either a mainland US time zone (PT, MT, CT, ET) or European time zone (Central European Time).

What You’ll Do

• Product & Technical Expertise: Answer standard product questions using Canary documentation, account context, internal tools, and approved workflows
• Problem Solving & Troubleshooting: Troubleshoot common technical issues with curiosity and evidence before escalating
• Communication: Respond to customers with clear, warm, and actionable communication that reduces unnecessary back-and-forth
• Operational Execution: Maintain strong ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through
• Continuous Improvement: Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and execution; use approved AI tools responsibly to work faster and improve quality while checking output before using it
• Uplow team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday

What We’re Looking For

• Professional working proficiency in English and Spanish, including the ability to communicate technical/product concepts clearly in both languages
• Experience supporting customers by phone, in addition to email and chat
• Experience in customer service, technical support, hospitality, SaaS, or another customer-facing role
• Clear written and verbal communication skills with the ability to explain steps simply to non-technical users
• Curiosity and willingness to investigate before escalating
• Strong follow-through, attention to detail, and ability to manage multiple tickets or tasks accurately
• Coachable, collaborative, adaptable, and open to feedback
• Flexibility to shift schedule from a US time zone to European time zone (or vice versa) if coverage needs shift is a strong plus
• Experience with Zendesk, SaaS tools, hospitality technology, or property management systems (preferred)
• Familiarity with AI tools and ability to use them responsibly while maintaining quality (preferred)

Perks & Benefits

We work hard to make Canary a fun, rewarding, and high-energy place to work. Here’s how we take care of our flock:

Time Off

• Unlimited PTO: Take the time you need to truly rest and recharge
• Holidays + Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long weekend
• Birthday Holiday: A dedicated day off to celebrate you!

Travel & Office Flexibility

• Office Exchange: A travel stipend to visit the team in person at our SF, NY, or Dallas hubs
• Canary Hotel Experience: Staying at a Canary hotel? We’ve got you covered with a credit toward your stay
• Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally

Growth & Community

• Self Improvement Club: A monthly budget to help you smash your personal goals
• Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection
• Referral Program: Help us grow the flock and score a cash bonus for successful hires

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.