Senior Technical Support Agent
Job Location:
Dallas, IA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Think about your last hotel stay. Did you skip the front desk line with mobile check-in Message the staff for extra pillows Order a late-night snack with a tap on your phone Then youve likely run into Canary in the wild.
Canary Technologies is the leading agentic AI platform for hotel and guest management powering the digital infrastructure for more than 20000 hotels in 125 countries. The worlds most renowned hospitality brands including Marriott International Four Seasons and Wyndham Hotels & Resorts partner with us to increase revenue improve operations and elevate the guest experience.
Weve executed the largest deployment of autonomous AI systems in hospitality building technology that fundamentally redefines how guests and hotels interact. Its made us one of the top-funded hotel technology companies in the world with nearly $200M raised to date.
Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500 company Inc. 5000 fastest-growing company and swept the 2026 HotelTechAwards including Best Place to Work #1 Guest Experience Platform and the Hoteliers Choice Award. Were scaling our team to bring innovation to life faster than ever.
Were growing quickly and were looking for people who are passionate about their work want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards fast pace real ownership. If thats the environment youre looking for this is the place for you.
Come join us! Lets shape the future of hospitality together.
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.
- 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).
Target cash compensation ranges from $70000 - $95000 including a fixed annual salary and a performance-based bonus paid quarterly.
This role also includes a stock option grant subject to board approval.
Actual compensation will be commensurate with the candidates skill level experience and specific work location.
We work hard to make Canary a fun rewarding and high-energy place to work. Heres how we take care of our flock:
Time Off
- 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 weekend.
- Birthday Holiday: A dedicated day off to celebrate you!
Travel & Office Flexibility
- Office Exchange: A travel stipend to visit the team in person at our SF NY or Dallas hubs.
- Canary Hotel Experience: Staying at a Canary hotel Weve got you covered with a credit toward your stay.
- Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally.
Growth & Community
- Self Improvement Club: A monthly budget to help you smash your personal goals.
- Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection.
- Referral Program: Help us grow the flock and score a cash bonus for successful hires.
Required Experience:
Senior IC
About Company
Canary's award-winning hospitality software improves the guest experience, streamlines operations and boosts revenue. Trusted by 20,000+ hotels worldwide.
