Senior Technical Support Engineer — Hospitality SaaS

Canary Technologies; New York (NY); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Holidays + Canary Days

Birthday Holiday

Travel stipend to SF/NY/Dallas hubs

Hotel/stay credit at Canary hotels

Job summary

Canary Technologies is seeking a Senior Technical Customer Support Agent to bridge frontline support with Product, Engineering, and Ops. You’ll own advanced troubleshooting, sensitive customer handling, and de-escalation with strong documentation and escalation quality.

The role involves mentoring L1 teammates, improving support workflows, and using approved AI tools to boost speed, quality, and consistency. Multilingual skills are a plus in our global hospitality tech environment.

Qualifications

• 3+ years experience supporting customers by phone, email, and chat.
• Technical customer support experience in B2B SaaS or hospitality tech preferred.
• Ability to clearly communicate complex technical issues to varied audiences.
• Strong troubleshooting and critical-thinking to isolate root cause.
• Excellent internal documentation and note-taking habits.
• Experience creating playbooks or escalation templates.
• Ability to manage competing priorities with ownership of complex work.
• Collaborative mindset with willingness to mentor peers.
• Multilingual skills a strong plus.
• Familiarity with AI-enabled support workflows is a plus.

Responsibilities

• Handle moderately complex product questions, configurations, and edge cases with context.
• Own escalated issues through structured investigation using history, docs, logs, and evidence.
• Communicate complex issues clearly to customers and teammates; de-escalate with empathy.
• Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clear ownership.
• Identify gaps in docs, macros, workflows, or product behavior; suggest improvements.
• Coordinate small work streams with defined owners and next steps.
• Uphold team standards with integrity, reliability, and ownership.

Skills

Customer support

Technical troubleshooting

Documentation

Escalation management

Mentoring

Cross-functional collaboration

Multilingual support

Zendesk

Monitoring tools

PMS integrations

AI-enabled workflows

Tools

Zendesk

Monitoring tools

PMS integrations

Hospitality systems

Job description

Canary Technologies is seeking a Senior Technical Customer Support Agent to bridge frontline support with Product, Engineering, and Ops. You’ll own advanced troubleshooting, sensitive customer handling, and de-escalation with strong documentation and escalation quality.

The role involves mentoring L1 teammates, improving support workflows, and using approved AI tools to boost speed, quality, and consistency. Multilingual skills are a plus in our global hospitality tech environment.