Senior Technical Support Agent

📋 Description

• Handle moderately complex product questions, configurations, integrations, and edge cases using
• Own escalated issues through structured investigation using ticket history, documentation, internal
• Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and
• Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes
• Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or
• Flex project management skills for small work streams such as documentation updates, escalation

🎯 Requirements

• 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
• Excellent communication skills for conveying complex technical or workflow issues, including
• Strong troubleshooting and critical-thinking skills, with the ability to separate symptoms from
• Strong documentation habits and ability to create clear internal notes, escalation summaries, and
• Experience creating internal documentation, macros, playbooks, or escalation templates.

🎁 Benefits

• Unlimited PTO: Take the time you need to truly rest and recharge.
• Holidays + Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long
• 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 when staying at a Canary hotel.
• Preferred Hotels Discount: Enjoy a minimum 30% off best available rates at select partner hotels