Platform Technical Support Specialist (Hospitality SaaS)

TL;DR

Platform Technical Support Specialist (Hospitality SaaS): Providing client and internal support for hospitality B2B SaaS platforms with an accent on troubleshooting software issues, managing support tickets, and investigating root causes. Focus on maintaining high-quality technical support, documenting resolutions, and collaborating with internal teams to resolve complex problems.

Location: Must be based in LatAm

Company

A fast-growing company shaping the future of hospitality technology connectivity.

What you will do

• Provide high-quality technical support to customers via phone, email, and chat as the first point of contact.
• Identify, troubleshoot, and resolve software issues, including investigating bugs and answering configuration questions.
• Own and manage a personal queue of support tickets in systems like Zendesk or Salesforce.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of software features, functions, and best practices.
• Help build internal and external knowledge bases by writing help articles and troubleshooting guides.

Requirements

• Must be based in LatAm.
• Availability 7 days a week.
• At least one year of experience in a technical, customer-facing role such as B2B SaaS support.
• Experience managing cases in a support ticketing system like Zendesk, Salesforce, or Jira.
• Demonstrated ability to troubleshoot software issues and investigate root causes.
• Exceptional verbal and written communication in English.

Nice to have

• Experience with hospitality technology, property management systems, or hotel software.
• Strong familiarity with AWS CloudWatch.
• Familiarity with RESTful APIs, JSON, and Postman.
• Prior experience working for a B2B SaaS company.

Culture & Benefits

• Opportunity to be part of a fast-growing company in the hospitality technology sector.
• Collaborative environment with experienced teams.
• Fully remote work arrangement.