# Senior Technical Support Agent at Canary Technologies

- Company: Canary Technologies
- What the company does: 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.
- Company website: https://www.canarytechnologies.com
- Type: Startups
- Level: Senior
- Location: New York, NY
- Work setup: Hybrid
- Pay: $70K to $95K base salary per year (USD)
- Posted: 2026-09-14
- Apply by: 2026-10-29
- Apply: https://jobs.lever.co/canarytechnologies/ccfba6ba-4bb7-46ff-aa52-0c530869af33
- Page: https://www.1752.vc/careers/jobs/canary-technologies-senior-technical-support-agent/

## 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

Tags: Support