Senior Technical Support Agent

A senior technical support role at a hospitality AI platform, handling escalated product, configuration, and integration issues by phone, email, and chat while mentoring frontline agents. It offers a $70,000–$95,000 annual cash target plus stock options and unlimited PTO.

• Handle complex product questions, configurations, integrations, and edge cases
• Own escalated issues through structured investigation using logs, tools, and documentation
• Communicate sensitive issues clearly and de-escalate frustrated customers
• Manage complex, on-hold, engineering-dependent, or cross-functional tickets
• Identify gaps in documentation, macros, workflows, and escalation paths
• Support small projects such as documentation updates and issue-pattern tracking
• Use approved AI tools responsibly to improve support quality and speed
• Mentor L1 teammates and uphold team standards

• 3+ years supporting customers by phone, email, and chat
• Technical customer support experience, ideally in B2B SaaS or hospitality technology
• Strong troubleshooting and root-cause analysis skills
• Strong documentation habits and experience with macros or playbooks
• Ability to manage competing priorities and coordinate small work streams
• Collaborative mindset and willingness to mentor peers
• Multilingual communication skills are a strong plus
• Experience with Zendesk, logging tools, PMS, or hospitality systems preferred