Technical Support Specialist

TL;DR

Technical Support Specialist (Hospitality Tech): Own customer cases end-to-end by investigating data discrepancies, diagnosing integration issues, validating software defects, and building a KCS-based knowledge base with an accent on root-cause analysis and real-time troubleshooting. Focus on using internal tools, logs, and data analysis (including Excel, XML, and APIs) to resolve complex technical problems for a live revenue management platform.

Location: Singapore (Remote)

Company

hirify.global provides a hospitality revenue management platform used by hotels, resorts, and casinos.

What you will do

• Own cases from initial contact through resolution, investigating product inquiries involving data discrepancies, integrations, and UI behavior.
• Create and update knowledge base articles using the KCS methodology to enable customer self-service.
• Participate in real-time swarming sessions to troubleshoot complex or unfamiliar issues with teammates.
• Differentiate software defects from user errors, document reproduction steps, and escalate confirmed defects to R&D.
• Maintain operational excellence by meeting response-time and customer-satisfaction expectations across a steady caseload.
• Use internal tools, logs, and data analysis (Excel, XML, APIs) to investigate technical issues.

Requirements

• 2+ years of experience in the hospitality industry or hospitality technology space.
• Technical support experience, including familiarity with ticketing and case management systems and data analysis.
• Strong critical thinking skills to diagnose root causes rather than symptoms.
• Excellent written and verbal communication skills in English.
• Ability to work effectively in a fully remote environment using distributed collaboration tools.
• Shift flexibility: adjust shifts by +/- 2 hours for monthly shift rotations and cover limited holidays.

Nice to have

• Prior hotel operations or revenue management exposure.
• Proficiency in an additional language for APAC market coverage.
• Comfort using Excel, XML, or APIs for data-related investigations.

Culture & Benefits

• Genuine case ownership with end-to-end responsibility for investigation and resolution.
• Knowledge-building culture using KCS, with contributions to the knowledge base valued and visible.
• AI-first approach to support workflows to investigate faster and reduce repetitive work.
• Operational support with shift rotations and limited holiday coverage.

Hiring process

• Interviews focused on technical support experience, case ownership, and root-cause troubleshooting.
• Discussion of remote working setup and shift/holiday coverage expectations.