Senior Technical Application and Onboarding Specialist

mewssystems; United States; Remote; USD 106,000 - 137,000; Full time

Benefits offered by this job

Remote-first

Relocation after 1 year

Home office budget

Monthly work-from-home allowance

AI tokens for productivity

Healthcare and retirement benefits

Job summary

mewssystems is seeking a Senior Specialist to own a product area end-to-end within our hospitality technology platform. You will drive complex implementations, manage escalations, and steward onboarding health and documentation, interfacing with Success, Product, and Engineering.

You will improve the knowledge base with AI and collaborate on product feedback, translating customer patterns into durable process improvements and tools, while guiding teams towards reliable, scalable configurations.

Qualifications

• Three or more years in technical applications, implementation, onboarding, or technical support within a SaaS environment.
• Hands-on troubleshooting across software configuration, integrations, and APIs.
• Analytical, metrics-led mindset for risk spotting and proactive action.
• Experience designing or improving processes with clear technical communication.
• Practical use of AI to redesign how work gets done and validate outputs against product behavior.

Responsibilities

• Lead complex implementations for the assigned product area, including non-standard configuration, integrations, APIs, and bespoke technical requirements.
• Act as third-tier support to onboarding managers and customer success on configuration, troubleshooting, and edge cases.
• Own performance metrics such as CSAT, time to resolution, repeat question rate, and deflection rate.
• Maintain and continuously improve the knowledge base for the product area with AI-enhanced content.
• Partner with product and engineering on escalations, onboarding issues, and product feedback.
• Translate patterns from real customer implementations into durable process and tool improvements.

Skills

SaaS onboarding

Technical troubleshooting

Analytics & metrics

Project management

Effective communication

AI in workflows

Education

Bachelor's degree or equivalent

Tools

Salesforce

Jira

Confluence

Job description

Role overview

A senior specialist position within a hospitality technology platform, focused on owning one product area end-to-end from a dedicated specialist hub. The role combines deep technical implementation work, third-tier escalation ownership, and operational stewardship of onboarding health and documentation. It sits at the intersection of customer success, onboarding, product, and engineering, shaping how complex configurations, API work, and integrations are resolved, documented, and fed back into the product.

Responsibilities

• Lead complex implementations for the assigned product area, including non-standard configuration, integrations, APIs, and bespoke technical requirements, serving as the main escalation point when a go-live is blocked.


• Act as third-tier support to onboarding managers and customer success on configuration, troubleshooting, and edge cases, and advise account leads on what is technically feasible for prospective customers.


• Own performance metrics such as CSAT, time to resolution, repeat question rate, and deflection rate, intervening early when SLAs, timelines, or overall onboarding health are at risk.


• Maintain and continuously improve the knowledge base for the product area, using AI to rethink how content is authored, kept current, and verified, and codifying approaches the wider specialist hub can reuse.


• Partner with product and engineering on technical escalations, recurring onboarding issues, and product feedback, contributing to testing cycles, hackathons, and strategic initiatives.


• Translate patterns from real customer implementations into durable improvements in process, tooling, and product behaviour.

Requirements

• Three or more years in technical applications, implementation, onboarding, or technical support within a SaaS environment, with a track record of supporting complex implementations and managing multiple priorities independently.


• Hands-on troubleshooting across software configuration, integrations, and APIs, with the ability to translate a customer's technical requirements into the right implementation approach.


• An analytical, metrics-led mindset for spotting risk early and acting on it, combined with the project management skills to keep several implementations moving in parallel.


• Experience designing or improving processes rather than only following them, plus clear communication with both technical and non-technical audiences.


• Practical use of AI to redesign how work gets done, with the judgement to validate outputs against real product behaviour before they reach customers or colleagues.

Nice to have

• Working knowledge of Salesforce, Jira, and Confluence.


• Background in hospitality technology or with property management, payments, or distribution systems.


• A bachelor's degree in a relevant field, or equivalent practical experience.

Benefits and work setup

• Remote-first working model with flexibility to work abroad for short periods each year.


• Relocation options available after one year of tenure.


• Hybrid working flexibility and a home office setup budget, plus a monthly work-from-home allowance.


• Access to AI tokens to support workflow automation and productivity experiments.


• Location-dependent benefits that may include healthcare, retirement plans, and team events, discussed during the interview process.


• US base salary range of $105,500 to $136,500 USD, with final compensation determined by experience and market conditions.