Support Engineer

KYC Hospitality; United States; Remote; USD 63,000 - 96,000; Full time

Job summary

KYC Hospitality is seeking a Support Engineer to facilitate customer success by bridging engineering teams with client needs. The ideal candidate will possess a strong customer service ethic paired with technical expertise in SaaS, ensuring effective resolution of client issues and enhancing the user experience.

Benefits

Work from home flexibility

Paid meals during in-person team activities

Social gatherings with family

Dinners at top restaurants

Spa days and culinary classes

Qualifications

• Proven experience working with SaaS customers.
• Minimum 2 years of customer-facing support engineering experience.
• Data analysis experience.

Responsibilities

• Handle and manage customers' technical issues and requests.
• Assist customers with new setup, configuration, and troubleshooting.
• Document customer interfaces, data, and troubleshooting processes.

Skills

Customer focus

Problem-solving

Attention to detail

Communication

Analytical skills

Job description

Join to apply for the Support Engineer role at KYC Hospitality

Join to apply for the Support Engineer role at KYC Hospitality

KYC Hospitality is the Global Technology Ecosystem for Hotels, focused on revolutionizing the archaic, legacy technologies that have plagued our industry for decades, as well as introducing deep AI-focused features to enhance daily operations and the Guest experience.

Our team includes Founders and Executives from many of the world’s most iconic brands, including Ritz Carlton, Four Seasons and InterContinental. We are funded by several of Silicon Valley’s most legendary investors as well as highly respected investors from around the world.

ROLE OVERVIEW

The Support Engineer is responsible for ensuring customer success at the product, data, and engineering levels, as the bridge between our engineering teams and both our customer-facing teams and our customers.

Our Support Engineers must be very customer-focused and service oriented, while maintaining a deep technical understanding of our product and data, along with our customers’ systems, data, and integrations.

As the customer and engineering bridge, Support Engineers must be able to work in both worlds, as service-oriented participants in customer calls, and as deep technical experts in product and engineering meetings.

Our Support Engineers need to be very detail-oriented, with organizational and problem-solving skills, plus the ability to present well and communicate clearly with both customers and internal teams.

Responsibilities

• Handle and manage customers’ technical issues and requests
• Handle and manage customers’ product and feature requests
• Assist customers with new setup, configuration, and troubleshooting
• Set up and manage data interfaces to our customers’ systems
• Extract and present data summaries for customers and internal analyses
• Participate in product, feature, and customer discussions
• Document customer interfaces, data, and troubleshooting processes
• Work closely with the engineering and QA teams on customer issues
• Troubleshoot bugs and other problems
• Help continually improve customer interfaces, support processes, and documentation
• Maintain high standards for communications

WHAT WE ARE LOOKING FOR

Qualifications

• Proven experience working with SaaS customers on their success
• Software development experience in modern SaaS applications
• Understanding of data, APIs, interfaces, and their support and management
• Great team player and able to work efficiently with minimal supervision
• Understanding of security and scaling aspects for full-stack web applications

Required Skills & Experience

• Minimum 2 years of customer-facing support engineering experience
• Data analyses experience
• Exceptional attention to detail
• Excellent analytical and problem-solving skills

Helpful Skills & Experience

• Hotel operations or IT experience
• Experience with testing platforms, data, and tooling

Character

We’re a tight-knit team. Every one of us genuinely loves what we do; we love KYC and we’re in this to win for the right reasons- we want to create a happier world through happier travelers and yes, we each have our unique set of life goals that we hope KYC can enable us to achieve. Most importantly, we are a team that places utmost priority on mutual respect, kindness and empathy. We have zero tolerance for disrespectful and inappropriate behavior, crass language, laziness, lack of integrity, racism, ageism, sexism or any other kind of negative -ism you can think of. If you’re looking for the kind of infamous “perks” that come with some Silicon Valley companies like sponsored binge drinking, illicit behavior encouragement, “bro” mentality, cutting corners in your work- we are not the right company for you . We’re searching for decent human beings who believe in good old fashioned hard work and earning success through ethical behavior. We respect people who have strong beliefs but who can communicate their thoughts and ideas respectfully and thoroughly AND are humble enough to admit when they’re wrong or that a colleague’s method may be better.

Passion For Luxury Hotels and Travel

You must have a fundamental grasp of the business of luxury hotels and luxury brands or at the very least, have a huge desire to learn about this and be able to do so quickly by working closely with our CEO. You must love travel (though your position does not require traveling) and understand why travelers are willing to pay exorbitant amounts for certain luxury hotel and travel experiences.

Passion for Food

You must love food. If you don’t have a huge passion for food, you probably won’t get along with any of us.

COMPENSATION & PERKS

Work from home most of the time and enjoy the flexibility to skip traffic. Our team gathers in person as needed, offering valuable opportunities for collaboration and connection. This might include onboarding (typically 3-5 consecutive days) or important milestones like onboarding a major client or launching critical features.

On the days we meet, all meals we have together are paid for and we’re serious food lovers so we eat well. Whenever we have social gatherings, your families (wives, husbands, partners, children, parents) are welcome and encouraged (event appropriate), hosted by us. Our style of “social” means:

• Dinners at world’s best restaurants like Narisawa
• Penthouse tours of luxury Hotels
• Afternoon tea at luxury Hotels
• Spa Days at luxury Hotels
• Overnight Trips at luxury Hotels
• Culinary classes
• Afternoon tea at luxury Hotels
• Stay in the world’s most awesome Hotels from mid-tier to luxury.

Arguably the most important perk- genuine respect and caring from the entire team. We jokingly look at ourselves as Ocean’s Eleven; we’re a team of widely differing backgrounds, characters and areas of expertise who all share the vision of growing KYC into a world class behemoth and finding joy every step of the journey. Once you’re hired, you’re part of our family.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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