Technical Support Specialist

Join our team as a Technical Support Specialist, where you will be the first line of support for our hospitality/e-commerce customers. You will handle inbound tickets, troubleshoot technical issues, and maintain high-quality communication with customers. This role requires strong organizational skills, experience in a customer-facing technical support role, and the ability to self-prioritize in a high-volume support environment.

• Handle inbound tickets from intake to resolution using Zendesk, applying standard procedures to routine problems and escalating when appropriate.
• Troubleshoot complex technical issues using logs, developer tools, DataDog, and internal tools, providing clear replication steps and documentation to escalate issues to Engineering.
• Contribute to macros, Help Center articles, and internal documentation, and take ownership of escalated or pattern-based tickets, tracking them to resolution.
• Strong organizational and time-management skills; comfortable with ticket queues, call logs, and daily targets
• Experience using Zendesk, including Explore, Help Center, and custom views/macros
• Experience with SOP creation is a plus
• 2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred)
• Strong verbal and written communication skills; able to break down complex issues for technical and non-technical audiences
• Rotate into the holiday or on-call support schedule as needed
• Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus
• Demonstrated initiative in bug tracking, internal documentation, or team training support
• Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected)
• Participate in customer calls, screen shares, or trainings when escalations require higher-level communication
• Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages