L1 Technical Support Agent (Spanish and English Speaking)

📋 Description

• Answer standard product questions using Canary documentation, account context, internal tools, and
• Troubleshoot common technical issues with curiosity and evidence before escalating.
• Respond to customers with clear, warm, and actionable communication that reduces unnecessary
• Maintain strong ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through.
• Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and
• Uphold team standards: show up and demonstrate integrity, reliability, adaptability, collaboration

🎯 Requirements

• Professional working proficiency in English and Spanish, including the ability to communicate
• Experience supporting customers by phone, in addition to email and chat.
• Experience in customer service, technical support, hospitality, SaaS, or another customer-facing
• Clear written and verbal communication skills with the ability to explain steps simply to
• Curiosity and willingness to investigate before escalating.
• Strong follow-through, attention to detail, and ability to manage multiple tickets or tasks

🎁 Benefits

• Unlimited PTO: Take the time you need to truly rest and recharge.
• Holidays plus Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed
• Birthday Holiday: A dedicated day off to celebrate you!
• Office Exchange: A travel stipend to visit the team in person at our SF, NY, or Dallas hubs.
• Canary Hotel Experience: A credit toward your stay at a Canary hotel.
• Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels