Platform Technical Support (Hospitality SaaS) - LatAm

Department: HAPI

Employment Type: Full Time

Location: Global, Remote

Key Responsibilities

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our softwares features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Qualifications

• At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
• Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
• Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
• Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
• Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
• Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
• Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.

Highly Desirable:

• Experience with hospitality technology, including property management systems and interfaces.
• Strong familiarity with AWS CloudWatch
• Familiarity with RESTful APIs, JSON documents, and tools like Postman.
• Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
• Prior experience working for a B2B SaaS company.
• Background in hospitality combined with hands-on experience supporting technology users.

Why Join Hapi

• Be part of a fast-growing company shaping the future of hospitality technology connectivity.
• Work on meaningful, high-visibility marketing initiatives that directly impact growth.
• Collaborate with an experienced, strategic marketing team.
• Opportunity to take ownership of design and help scale a global brand presence.