Senior Technical Support Agent

Canary Technologies
New York, San Francisco, Dallas
Workplace: HybridFull timeUSD 70,000 - 95,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Technical communication","De-escalation","Troubleshooting","Documentation","Ownership"]

Handle moderately complex, escalated customer issues for Canary’s hotel/guest AI platform, performing advanced troubleshooting and structured investigations using ticket history, documentation, and internal logs. Communicate clearly with customers and internal partners, including de-escalation of sensitive cases. Own cross-functional, engineering-dependent tickets with clean notes and proactive follow-up, while improving support workflows through documentation, macros, playbooks, and escalation templates.

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FursaFursa
Canary Technologies
Canary Technologies
6 days ago

Senior Technical Support Agent

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Last checked: 2 hours agoStatus: Live

Job Summary

Handle moderately complex, escalated customer issues for Canary’s hotel/guest AI platform, performing advanced troubleshooting and structured investigations using ticket history, documentation, and internal logs. Communicate clearly with customers and internal partners, including de-escalation of sensitive cases. Own cross-functional, engineering-dependent tickets with clean notes and proactive follow-up, while improving support workflows through documentation, macros, playbooks, and escalation templates.
Location: New York, San Francisco, Dallas
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle escalated, moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge.
  • •Own advanced troubleshooting for escalated issues through structured investigation using ticket history, documentation, internal tools, logs/data, and evidence.
  • •Communicate complex and sensitive issues clearly and reassuringly to customers and internal partners, including de-escalation with empathy and clear next steps.
  • •Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership.
  • •Continuously improve support operations by identifying gaps and updating documentation, macros, workflows, escalation paths, and use approved AI tools responsibly.

Pay and Benefits

Salary: USD 70,000 - 95,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveLearning BudgetTravel Allowance

Key Requirements

  • •3+ years supporting customers by phone plus email and chat.
  • •Proven technical customer support experience in B2B SaaS, hospitality technology, or another complex product environment.
  • •Strong troubleshooting and critical-thinking skills to identify root cause from symptoms.
  • •Excellent documentation skills, including internal notes, escalation summaries, and knowledge updates.
  • •Experience creating documentation, macros, playbooks, or escalation templates, plus the ability to manage competing priorities and own complex work.
Experience:3+ yearsB2B SaaSHospitality technology
Skills:Technical communicationDe-escalationTroubleshootingDocumentationOwnership
Tech Stack:ZendeskMonitoring toolsLogging toolsPMSIntegration workflows

Company Brief

Canary Technologies
Provides cloud-connected environmental monitoring and analytics for commercial properties, combining IoT sensors and a SaaS platform to track HVAC performance, energy use, and indoor air quality for predictive maintenance and operational efficiency.
Industry: Facility Management
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