Senior Technical Support Engineer – Hospitality SaaS

Canary Technologies Corp; 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 NY/ SF/ Dallas hubs

Hotel stay credit

Job summary

Canary Technologies is seeking a Senior Technical Customer Support Agent to own advanced troubleshooting and act as a bridge between frontline support, Product, Engineering and Ops. You’ll mentor L1 teammates and help improve workflows, docs, macros and escalation quality.

The role requires 3+ years in technical customer support (B2B SaaS or hospitality tech), strong troubleshooting and documentation, and experience with Zendesk and AI-enabled workflows. Stock options included.

Qualifications

• 3+ years experience in technical customer support, ideally in B2B SaaS or hospitality tech.
• Strong troubleshooting and critical-thinking skills with ability to document clearly.

Responsibilities

• Handle moderately complex product questions and edge cases using context and product knowledge.
• Own escalated issues from intake to resolution with clear ownership.
• Mentor L1 teammates and improve support workflows, documentation, macros, and escalation quality.
• Use approved AI tools to improve speed, quality, and customer effort.

Skills

Troubleshooting

Communication

Mentoring teammates

Multilingual communication (plus)

Tools

Zendesk

PMS/integration workflows

Job description

Canary Technologies is seeking a Senior Technical Customer Support Agent to own advanced troubleshooting and act as a bridge between frontline support, Product, Engineering and Ops. You’ll mentor L1 teammates and help improve workflows, docs, macros and escalation quality.

The role requires 3+ years in technical customer support (B2B SaaS or hospitality tech), strong troubleshooting and documentation, and experience with Zendesk and AI-enabled workflows. Stock options included.