Senior Tech Support Lead - Hospitality AI

Canary Technologies Corp; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Holidays + Canary Days

Birthday Holiday

Travel stipend to Dallas hub

Hotel experience credit

Partner hotel discounts

Learning stipend

Job summary

Canary Technologies is hiring a Senior Technical Customer Support Agent to bridge frontline support with product teams. You’ll own complex troubleshooting, write internal notes, and help improve workflows. The role includes mentoring L1 teammates and contributing to documentation efforts.

The team values rigor, velocity, and ownership, with a focus on clear communication and customer care. This position offers a blend of hands-on support and process improvement within a fast-growing hospitality

Qualifications

• 3+ years experience supporting customers by phone, email, and chat.
• Technical customer support experience in B2B SaaS or hospitality tech.
• Ability to communicate complex issues clearly to customers and teams.
• Experience creating internal docs, macros, or escalation templates.

Responsibilities

• Handle moderately complex product questions and configurations.
• Own escalated issues through structured investigation.
• Mentor L1 teammates and improve support workflows.
• Create clear internal notes and escalation summaries.
• Improve documentation, macros, and escalation quality.
• Use approved AI tools to improve speed and quality.
• Maintain team standards and ownership of work.

Skills

Customer support

Troubleshooting

Documentation

Mentoring

Multilingual

B2B SaaS

Hospitality tech

Tools

Zendesk

Monitoring tools

PMS/integration

Hospitality systems

Job description

Canary Technologies is hiring a Senior Technical Customer Support Agent to bridge frontline support with product teams. You’ll own complex troubleshooting, write internal notes, and help improve workflows. The role includes mentoring L1 teammates and contributing to documentation efforts.

The team values rigor, velocity, and ownership, with a focus on clear communication and customer care. This position offers a blend of hands-on support and process improvement within a fast-growing hospitality