OUR TEAM

As a Senior Support Specialist, you will be a product expert and a mentor. You will work on complex customer cases and assist Specialists with challenging issues through the Swarming model. You will manage escalations by creating detailed Jira tickets and serve as the primary contact for Product and Engineering when necessary. Seniors take a leading role in ensuring the quality and consistency of our knowledgebase, contributing to both customer-facing knowledge articles and internal playbooks.

WHAT YOU WILL DO

• Advanced Case Ownership: Resolve complex issues using diagnostic tools like Sentry, Sumo Logic, and DataDog. Ensure 100% accuracy in case resolution documentation.
• Mentorship: Guide and mentor Specialists through shadowing sessions and peer reviews. Serve as a point of contact for training new hires.
• Swarming Participation: Actively participate in the Swarming Channel, leading discussions and helping resolve complex cases.
• Jira Escalations: Create and peer-review Jira tickets, ensuring that all fields are populated correctly and repro steps are clear.
• Knowledge Contribution: Maintain 100% knowledge consistency for three or more consecutive months and create at least two knowledge articles monthly.
• Cross-functional Projects: Collaborate with Product, Engineering, and Customer Success teams, contributing insights from support to help drive product development and customer experience improvements.

QUALIFICATIONS

• 5+ years of experience in hospitality technology, with advanced skills in technical troubleshooting.
• Expertise in tools like Sentry, Sumo Logic, and DataDog.
• Ability to thrive in high-pressure situations and manage complex technical escalations.
• Client-Centered Approach and Professional Orientation
• Self-driven, motivated over-achievers will fit well with our team culture
• Good team player, flexible and a positive attitude
• Intelligent problem solvers will be successful when troubleshooting complex technical issues
• The ability to articulate a path to resolution in written English is crucial to success in this role
• Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.

PREFERENCES

• University Degree preferred
• Experience with ticketing systems (Service Cloud, JIRA, etc.)
• Hotel experience in Front Office, Sales, Reservations or Revenue Management
• Fluent in English

About Duetto

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com/.