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Salary: USD 70,000 - 95,000 / annual
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering digital infrastructure for 20,000+ hotels across 125+ countries. Major hospitality brands including Marriott International, Four Seasons, and Wyndham Hotels & Resorts rely on Canary to increase revenue, improve operations, and elevate guest experiences. The company has raised nearly $200M and was recognized as a 2024-2025 Deloitte Technology Fast 500 company and Inc. 5000 fastest-growing company.
In this Senior Technical Support Agent role, you will handle moderately complex product questions, configurations, integrations, and edge cases using account context and deep product knowledge. You'll own escalated issues through structured investigation using ticket history, documentation, internal tools, logs, and data analysis. You'll communicate complex or sensitive issues clearly to customers, L1 teammates, and internal partners, de-escalating frustrated customers with empathy and clear next steps.
You'll manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership. You'll identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior. You'll flex project management skills for small work streams such as documentation updates, escalation improvements, or issue-pattern tracking. You'll use approved AI tools responsibly to improve speed, quality, consistency, and customer effort. You'll uphold team standards by demonstrating integrity, reliability, adaptability, collaboration, and ownership daily.
Canary values rigor and velocity in equal measure: high standards, fast pace, and real ownership. The company offers unlimited PTO, standard holidays plus monthly company-wide days off, a birthday holiday, office exchange travel stipends to visit SF, NY, or Dallas hubs, professional development stipends, and a referral bonus program.
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 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 willingness to mentor peers and raise the technical bar of the frontline team
- Multilingual communication skills or experience supporting customers in multiple languages (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)
