Technical Specialist (Hospitality)

TL;DR

Technical Specialist (Hospitality): Providing high-tier technical support and strategic guidance for high-value global merchants using the hirify.global ecosystem with an accent on complex troubleshooting and business process optimization. Focus on managing technical escalations, advocating for product improvements, and ensuring seamless onboarding for strategic accounts.

Location: Must be based in the greater Montreal metropolitan region and be able to travel to the Montreal HQ office.

Company

A global cloud commerce platform helping retail, hospitality, and golf businesses innovate and scale their operations.

What you will do

• Provide white-glove technical support to strategic accounts via phone, email, video, and on-site visits.
• Identify and recommend best practices to help clients optimize their business processes and POS usage.
• Collaborate with Strategic Account Managers to manage daily operations and mitigate risks for high-value clients.
• Lead training sessions for new and existing staff to ensure maximum software utilization.
• Synthesize client feedback to advocate for product enhancements with the Product and Development teams.
• Manage high-stakes technical escalations from root cause analysis to resolution and executive communication.

Requirements

• Location: Must be based in the greater Montreal metropolitan region.
• Experience in technical support or customer-facing roles.
• Industry experience in Hospitality and understanding of operational workflows.
• Proficiency with Mac OS environments.
• Fluency in English and French is required.

Nice to have

• Networking or network support experience.
• Understanding of SaaS APIs and experience supporting them.
• Prior experience in a consultant role.

Culture & Benefits

• Flexible work environment and remote work policies.
• Equity options and pension plan contributions.
• Health and wellness credit.
• Professional development and training opportunities.
• Computer purchase program for a personal Macbook.
• Enhanced parental leave and time off to volunteer.