Technical Support Engineer

Role overview Support business customers using hospitality software and technology, taking technical cases from investigation through resolution. The role combines hands-on troubleshooting with close collaboration across product and engineering teams, plus work to improve support knowledge and customer experience. The position is remote eligible, with preference for candidates in Eastern or Pacific time zones.

Responsibilities - Manage customer support cases, document interactions, and investigate payment-related issues through resolution. - Diagnose Tier 2 product, feature, and integration problems, including issues involving web, mobile, and data-intensive applications. - Work with product, engineering, sales, and customer success teams to resolve issues and share customer feedback. - Test application behavior and customer environments, then document findings and solutions. - Contribute to technical knowledge bases and training materials; assist with coding and client implementation projects. - Research system problems and provide persistent, clear communication until issues are resolved.

Requirements - At least 3 years of experience in technical support; B2B or SaaS experience is preferred. - Solid understanding of JavaScript and practical experience with APIs. - Familiarity with JSON, HTML, and Python, including diagnosing application issues. - Strong analytical, organizational, written, and verbal communication skills. - Ability to create training or support documentation and deliver attentive customer service.

Nice to have - Experience supporting payment systems or processors. - Familiarity with Zendesk, Jira, or Salesforce.