Senior Technical Support Engineer – Hospitality SaaS

Canary Technologies Corp

San Francisco (CA)

On-site

USD 70,000 - 95,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Holidays + Canary Days

Birthday Holiday

Travel stipend to SF NY Dallas hubs

Canary hotel experience credits

Partner hotels discount (min 30%)

Learning stipend & growth program

Referral program

Job summary

Canary Technologies in San Francisco is seeking a Senior Technical Customer Support Agent to bridge frontline support with Product, Engineering and Ops. You’ll own advanced troubleshooting, careful documentation, and effective customer de-escalation.

You’ll draw on 3+ years in technical support (B2B SaaS or hospitality tech), strong troubleshooting, and clear written communication. The role includes a quarterly bonus, stock options, and generous PTO.

Qualifications

3+ years experience supporting customers by phone, email, and chat.
Experience in technical customer support, ideally in B2B SaaS or hospitality tech.
Ability to communicate complex technical or workflow issues clearly to customers and teams.
Strong troubleshooting and documentation habits.

Responsibilities

Handle moderately complex product questions, configurations, integrations, and edge cases.
Own escalated issues through structured investigation using ticket history, logs, and internal tools.
Communicate complex or sensitive issues clearly to customers and internal partners; de-escalate as needed.
Manage complex, on-hold or engineering-dependent tickets with clean notes and ownership.
Identify and address gaps in documentation, workflows, or tooling; support small project work streams.