Senior Technical Support Agent

Join our team as a Senior Technical Support Agent, where you will handle complex customer issues, provide advanced troubleshooting, and act as a bridge between various departments. You will also mentor L1 teammates and help improve support workflows and documentation. Enjoy benefits such as health insurance from day one, flexible working hours, training and career development, and more.

Responsibilities

• Handle escalated customer issues, providing advanced troubleshooting and de-escalation.
• Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and internal partners.
• Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior.
• Collaborative mindset with a willingness to mentor peers and raise the technical bar of the frontline team

Requirements

• Experience partnering with Product, Engineering, CS, Ops, or Support leadership (preferred)
• Proven experience in technical customer support, ideally in B2B SaaS, hospitality technology, or another complex product environment
• Multilingual communication skills or experience supporting customers in multiple languages is a strong plus
• Strong documentation habits and ability to create clear internal notes, escalation summaries, and knowledge updates
• 3+ years experience supporting customers by phone, in addition to email and chat
• Familiarity with AI-enabled support workflows or responsible AI/tool usage (preferred)
• Experience creating internal documentation, macros, playbooks, or escalation templates
• Ability to manage competing priorities, follow up proactively, maintain ownership of complex work, and coordinate small work streams with clear owners and next steps
• Experience with Zendesk, monitoring/logging tools, PMS/integration workflows, or hospitality systems (preferred)
• Strong troubleshooting and critical-thinking skills, including ability to separate symptoms from root cause
• Ability to communicate complex technical or workflow issues clearly to customers, teammates, and internal partners, including sensitive customer de-escalation

Pay

USD 70,000 - 95,000