Technical Specialist, Strategic Accounts (Hospitality)

TL;DR

Technical Specialist, Strategic Accounts (Hospitality): Providing premium technical support and customer service for complex hospitality merchants using hirify.global’s K-Series with an accent on troubleshooting, account health, feature adoption, and strategic customer partnerships. Focus on managing high-stakes escalations, coordinating with product and development teams, and improving support processes for strategic accounts.

Location: Berlin, Germany. The role includes remote and on-site customer engagements, with flexibility required to support customers as needed.

Company

hirify.global provides a cloud commerce platform that unifies online and physical operations, payments, financial solutions, and supplier networks for retail, hospitality, and golf businesses in more than 100 countries.

What you will do

• Provide premium technical support to strategic accounts through email, phone, video, and on-site engagements.
• Manage complex technical escalations from investigation through resolution, including executive communication and stakeholder feedback.
• Partner with Strategic Account Managers and Implementation teams to coordinate account operations and smooth customer transitions.
• Identify process improvements, account risks, growth opportunities, and opportunities to increase feature adoption.
• Train customer staff and maintain account-specific documentation, troubleshooting guides, testing procedures, and defect records.
• Share customer insights with Product and Development teams to support product improvements.

Requirements

• Must be located in Berlin, Germany.
• Excellent written and verbal German and English communication skills required.
• Extensive experience in technical customer support, including troubleshooting in a senior support position.
• Prior experience in the hospitality industry and strong problem-solving skills for POS systems.
• Ability to prioritize emails, calls, meetings, and on-site visits while managing technical escalations and customer commitments.
• Strong computer skills, working knowledge of Mac OS, and flexibility to work according to ongoing support needs.

Nice to have

• Networking or network support experience.
• Experience supporting SaaS-related APIs.
• Previous consulting experience.
• Additional language skills.

Culture & Benefits

• Restricted Share Units provided to employees.
• Health and wellness credit with flexible usage options.
• Career development opportunities and internal mobility.
• One paid day per year for volunteering.
• Access to professional health and coaching applications.
• Inclusive, barrier-free workplace with accommodations available during the hiring process.