Senior Technical Support - Hospitality Tech Escalations

F-Prime Capital; San Francisco (CA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Holidays + Canary Days

Birthday Holiday

Travel stipend to visit SF/NY/Dallas

Hotel stay credit for Canary hotels

Preferred Hotels discount (global)

Self Improvement Club

Professional Development stipend

Referral Program

Job summary

Canary Technologies is seeking Senior Technical Customer Support Agents to bridge frontline Support with Product, Engineering, and Ops. You will handle advanced troubleshooting, sensitive customer handling, and detailed internal documentation.

Mentoring junior teammates and improving support workflows are part of the role. You will work in a fast-paced, high-ownership environment with strict standards, optimizing escalation quality and leveraging approved AI tools to enhance speed and accuracy

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 explain complex issues clearly to customers and teams.
• Strong documentation and escalation template creation skills.

Responsibilities

• Handle moderately complex product questions and edge cases with product knowledge.
• Own escalated issues through structured investigation and evidence.
• Communicate clearly to customers and internal partners; de-escalate when needed.
• Manage cross-functional tickets with clean notes and proactive follow-up.
• Identify gaps in documentation, macros, and workflows for improvement.
• Coordinate small work streams with clear owners and next steps.
• Use approved AI tools to improve speed, quality, and consistency.
• Uphold team standards with integrity, reliability, and ownership.

Skills

Customer support experience

Troubleshooting

Documentation habits

Multilingual communication

Collaboration

Tools

Zendesk

Monitoring tools

PMS/integration workflows

Hospitality systems

Job description

Canary Technologies is seeking Senior Technical Customer Support Agents to bridge frontline Support with Product, Engineering, and Ops. You will handle advanced troubleshooting, sensitive customer handling, and detailed internal documentation.

Mentoring junior teammates and improving support workflows are part of the role. You will work in a fast-paced, high-ownership environment with strict standards, optimizing escalation quality and leveraging approved AI tools to enhance speed and accuracy