70K–95K USD / year
Senior Technical Support Agent
Customer successHybrid — New York, NY, San Francisco, CA, Dallas, TX
Published on 2026-09-14
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About this role
Handle complex technical customer support issues for Canary’s hotel and guest-management platform. The role owns escalations, troubleshooting, sensitive customer communication, and coordination with internal teams, while also mentoring frontline agents and improving support processes.
About the company
Canary Technologies provides hospitality software for hotels, covering guest messaging, digital check-in, and property operations.
The team
Support
What you'll do
- Investigate and resolve escalated product, configuration, integration, and workflow issues.
- Manage complex and cross-functional tickets with clear documentation, ownership, and proactive follow-up.
- De-escalate sensitive customer situations and communicate next steps clearly.
- Mentor frontline support teammates and improve documentation, macros, workflows, and escalation quality.
- Coordinate small improvement projects and use approved AI tools responsibly.
What we're looking for
- 3+ years supporting customers by phone, email, and chat.
- Experience in technical customer support, ideally with B2B SaaS or another complex product.
- Strong troubleshooting, critical-thinking, communication, and customer de-escalation skills.
- Clear documentation habits and experience creating support resources or escalation templates.
- Ability to manage competing priorities, follow up proactively, and mentor peers.
Nice to have
- Multilingual communication skills or experience supporting customers in multiple languages.
- Experience with Zendesk, monitoring or logging tools, PMS or integration workflows, or hospitality systems.
- Experience partnering with Product, Engineering, Customer Success, Ops, or Support leadership.
- Familiarity with AI-enabled support workflows.
Benefits
- Unlimited PTO, company holidays, monthly company-wide days off, and a birthday holiday.
- Stock option grant, subject to board approval.
- Travel stipend for visits to company hubs.
- Hotel stay credit and discounts at select partner hotels.
- Monthly self-improvement budget and professional development stipend.
- Referral bonus.