Technical Support Specialist

About the Company

Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.

Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.

Role Summary / Purpose

The Technical Support Specialist resolves technical customer issues by independently owning cases from start to finish. This role applies analytical troubleshooting skills to a wide range of product inquiries, leveraging the shared knowledge base and contributing to it. The specialist collaborates cross-functionally and escalates software defects to R&D to ensure a smooth customer experience. Note: This is a fully remote role.

Key Responsibilities

• Full Case Ownership: Manage cases from initial contact through to resolution, investigating a wide range of inquiries, including data discrepancies, integrations, and user interface behaviors.
• Advanced Troubleshooting: Apply critical thinking to diagnose root causes rather than just treating symptoms, utilizing internal tools and logs to investigate complex issues.
• Knowledge Creation (KCS): Go beyond simply using knowledge articles by actively creating new articles and updating existing ones to expand the shared knowledge base and enable customer self-service.
• Collaborative Swarming: Participate in real-time "Swarming" sessions to collectively troubleshoot complex or unfamiliar issues with teammates, fostering a culture of shared expertise.
• Defect Management: Identify and validate software defects versus user errors; accurately document findings with reproduction steps, and escalate to the R&D team.
• Operational Excellence: consistently meet expectations for response times and customer satisfaction (CSAT) by managing a steady caseload across the product suite.
• Perform other related duties as needed to support team and company priorities.

Qualifications

Required:

• 2+ years of experience in the hospitality industry or hospitality technology space.
• Prior experience in technical support, including familiarity with ticketing/case management systems and data analysis.
• Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions.
• Excellent written and verbal communication skills in English.
• Ability to work effectively in a fully remote environment, leveraging collaboration tools to stay connected.
• Availability to adjust shifts +/-2 hours as needed for monthly shift rotations, and participate in a limited holiday coverage rotation.

Preferred:

• Prior hotel operations or revenue management exposure.
• Proficiency in an additional language.
• Comfortable using tools like Excel, XML, or APIs to investigate data-related issues.