Canary's award-winning hospitality software improves the guest experience, streamlines operations and boosts revenue. Trusted by 20,000+ hotels worldwide. Backed by Insight and Y Combinator.
About the role
Senior Technical Customer Support Agents handle more complex customer issues and act as a bridge between frontline Support, Support leadership, Product, Engineering, Customer Success, and Ops. This role owns advanced troubleshooting, sensitive customer handling and de-escalation, clean internal documentation, and strong escalations. L2 Associates also mentor L1 teammates and help improve support workflows, documentation, macros, and escalation quality.
What they're looking for
- 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
More about this role
Think about your last hotel stay. Did you skip the front desk line with mobile check-in? Message the staff for extra pillows? Order a late-night snack with a tap on your phone? Then you’ve likely run into Canary in the wild.
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience.
We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly $200M raised to date.
Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards , including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award . We’re scaling our team to bring innovation to life faster than...
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