Senior Technical Support Specialist, Duetto

• 5+ years of progressive experience in technical support within the hospitality technology or SaaS industry
• Proven expertise in utilizing advanced troubleshooting and monitoring tools such as Sentry, Sumo Logic, and DataDog
• Demonstrated ability to effectively manage and prioritize a caseload of complex technical issues and high-pressure escalations
• Strong mentorship skills, with experience guiding junior team members or peer-reviewing technical work
• Experience working collaboratively with Product and Engineering teams on bug resolution and feature improvements
• Availability to work monthly rotating shifts and participate in holiday coverage rotations to support the broader team and handle critical escalations

Desirable

• The Senior Technical Support Specialist serves as a product expert and technical mentor within the team
• This role is responsible for resolving the most complex and escalated customer inquiries, often acting as a dedicated resource for high-value accounts
• Beyond case resolution, the Senior Specialist utilizes advanced troubleshooting tools to diagnose systemic issues and collaborates directly with Product and Engineering to manage software defects
• They play a pivotal role in elevating the team's performance by mentoring junior members and curating high-quality internal and external knowledge resources
• Advanced Case Resolution: Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support
• Technical Diagnosis: Utilize advanced observability and logging tools (e.g., Sentry, Sumo Logic, DataDog) to diagnose systemic product issues and identify root causes that are not immediately visible in the user interface
• Mentorship & Enablement: Act as a technical mentor for the team, assisting with the ramp-up of new hires and providing ongoing guidance to Support Specialists on challenging troubleshooting scenarios
• Swarming Leadership: Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases
• Defect Management: Manage the escalation of software defects by creating and peer-reviewing detailed Jira tickets to ensure Engineering receives clear reproduction steps and data, minimizing back-and-forth
• Incident Support: Assist the Incident Commander during high-severity events by validating customer impact, reproducing errors in real-time, and testing potential workarounds to mitigate business disruption
• Knowledge Strategy: Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting
• Cross-Functional Collaboration: Partner with Product and Engineering to prioritize bug backlogs and provide technical insights that influence product reliability improvements
• Perform other related duties as needed to support team and company priorities