Senior Technical Support Agent, Canary Technologies
$70-95k
+ performance-based bonus paid quarterly
Providing hospitality technology
Be an early applicant
Providing hospitality technology
201-500 employees
Be an early applicant
$70-95k
+ performance-based bonus paid quarterly
201-500 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- 3+ years experience supporting customers by phone, in addition to email and chat
- Proven experience in technical customer support, ideally in B2B SaaS, hospitality technology, or another complex product environment
- Ability to communicate complex technical or workflow issues clearly to customers, teammates, and internal partners, including sensitive customer de-escalation
- Strong troubleshooting and critical-thinking skills, including ability to separate symptoms from root cause
- Strong documentation habits and ability to create clear internal notes, escalation summaries, and knowledge updates
- 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
- Collaborative mindset with a willingness to mentor peers and raise the technical bar of the frontline team
- Multilingual communication skills or experience supporting customers in multiple languages is a strong plus
- Experience with Zendesk, monitoring/logging tools, PMS/integration workflows, or hospitality systems (preferred)
- Experience partnering with Product, Engineering, CS, Ops, or Support leadership (preferred)
- Familiarity with AI-enabled support workflows or responsible AI/tool usage (preferred)
What the job involves
- Senior Technical Customer Support Agents handle more complex customer issues and act as a bridge between frontline Support, Support leadership, Product, Engineering, Customer Success, and Ops. This role owns advanced troubleshooting, sensitive customer handling and de-escalation, clean internal documentation, and strong escalations. L2 Associates also mentor L1 teammates and help improve support workflows, documentation, macros, and escalation quality
- Product & Technical Expertise: Handle moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge
- Problem Solving & Troubleshooting: Own escalated issues through structured investigation using ticket history, documentation, internal tools, logs/data, and evidence
- Communication: Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and internal partners; de-escalate frustrated customers with empathy, ownership, and clear next steps
- Operational Execution: Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership
- Continuous Improvement:
- Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior
- Flex project management skills for small work streams such as documentation updates, escalation improvements, or issue-pattern tracking
- Use approved AI tools responsibly to improve speed, quality, consistency, and customer effort
- Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday
Our take
Embracing the modern era, Canary Technologies is dedicated to revolutionising the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorisation solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.
Co-founders Harman and SJ, childhood friends turned business partners, bring a unique blend of expertise to the table, drawing from their extensive background in both hospitality and technology sectors. With the industry already on an upward trajectory, the post-pandemic landscape has further fueled the demand for their solutions, particularly their contactless check-in and checkout offerings.
Despite competition in the sector, Canary has secured significant funding led by Insight Partners, enabling rapid expansion and talent acquisition to meet the burgeoning demand for its innovative solutions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
59% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2025
$80m
SERIES D
Jun 2024
$50m
SERIES C
Total funding: $175.2m
Company benefits
- Our health insurance has you covered on day 1
- Flexible working hours
- Training and career development
- Regular team building events
- A travel stipend for when you stay at Canary hotels
- Internal promotions from within the team
- Kitchen stocked with fruit, snacks, coffee, and more
- We're a diverse and global team
Company HQ
Financial District, San Francisco, CA
Leadership
Harman Singh Narula
(Co-Founder & CEO)Previously founded a custom printed apparel company, The Shirt Guys, LLC. Worked in strategy for Citigroup and Starwood Hotels & Resorts Worldwide, Inc, and as a Management Consultant for Bain & Company.
Satjot "SJ" Sawhney
(Co-Founder & President)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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