Senior Technical Support — Hybrid, Unlimited PTO

Canarytechnologies; 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 hub

Hotel credit

Preferred hotels discount

Learning stipend

Referral bonus

Job summary

Canary Technologies in New York is seeking a Senior Technical Customer Support Agent to handle complex issues and bridge frontline support, product, engineering and customer success.

You will own escalations, mentor L1 teammates, improve documentation and workflows, and drive faster, clearer resolutions with proactive ownership and measured escalation quality.

This role also includes a stock option grant and a performance-based bonus, commensurate with skill and location.

Qualifications

• 3+ years experience supporting customers by phone, email and chat.
• Proven technical customer support experience in complex product environments.
• Ability to explain complex technical/workflow issues clearly.
• Documentation habit: internal notes, escalation summaries, knowledge updates.
• Experience creating macros, playbooks, or escalation templates.
• Nice to have multilingual support experience.

Responsibilities

• Handle moderately complex product questions, configurations, and integrations.
• Own escalated issues through structured investigation with evidence.
• Communicate clearly to customers and internal partners; de-escalate with empathy.
• Manage complex tickets with clean notes and proactive follow-up.
• Identify gaps to improve documentation, workflows, and tooling.
• Coordinate small work streams with clear owners and next steps.
• Mentor L1 teammates to raise frontline technical capabilities.

Skills

3+ years experience

Technical support

B2B SaaS familiarity

Hospitality tech exposure

Strong troubleshooting

Clear written/documentation

Multilingual (a plus)

Tools

Zendesk

Monitoring tools

PMS/integration workflows

Hospitality systems

Job description

Canary Technologies in New York is seeking a Senior Technical Customer Support Agent to handle complex issues and bridge frontline support, product, engineering and customer success.

You will own escalations, mentor L1 teammates, improve documentation and workflows, and drive faster, clearer resolutions with proactive ownership and measured escalation quality.

This role also includes a stock option grant and a performance-based bonus, commensurate with skill and location.