Senior Technical Support Agent
Core
Handle moderately complex product questions, configurations, integrations, and escalated technical issues for B2B SaaS hospitality clients.
Role type
Senior Technical Support Agent (B2B SaaS)
Builds
Digital infrastructure for hotel and guest management systems
Domain
Hospitality technology / B2B SaaS
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, complex issue de-escalation, documentation creation, workflow management, project management basics, cross-functional coordination, mentorship
Preferred skills
multilingual communication, Zendesk, monitoring/logging tools, PMS/integration workflows, hospitality systems, AI-enabled support workflows
Responsibilities
Handle moderately complex product questions and configurations; own escalated issues through structured investigation; communicate complex technical issues clearly to customers and internal partners; identify and address gaps in documentation and workflows; manage competing priorities and coordinate small work streams; mentor peers and raise the technical bar of the frontline team
Seniority
Senior, hands-on IC
