Senior Technical Support Agent

Job overview

The Senior Technical Support Agent role is listed in Dallas, TX; the work arrangement is not specified. Target cash compensation is $70,000–$95,000 per year, including fixed salary and a quarterly performance-based bonus. Canary Technologies provides hotel and guest-management technology used by more than 20,000 hotels in 125+ countries. The agent owns complex customer issues, conducts advanced troubleshooting, and coordinates escalations across Support, Product, Engineering, Customer Success, and Operations. The role also mentors frontline teammates and improves support workflows, documentation, and escalation quality.

What you'll do

• Handle complex product questions, configurations, integrations, and edge cases
• investigate escalated issues using ticket history, documentation, tools, logs, and data
• communicate clearly and de-escalate sensitive customer issues
• manage complex and cross-functional tickets with proactive follow-up
• identify gaps in documentation, workflows, tooling, and escalation paths
• support small improvement workstreams
• mentor L1 teammates.

What we're looking for

Skills & competencies

senior technical support agent

dallas tx

canary technologies

technical customer support

b2b saas

hospitality technology

advanced troubleshooting

customer escalations

zendesk

mentoring

$70k–$95k target cash

unlimited pto

professional development

stock options

Work arrangement

• Weekend coverage required

Benefits & perks

• Unlimited paid time off
• holidays and monthly company-wide days off
• birthday holiday
• travel stipend for office exchange
• hotel credit and partner hotel discount
• professional development stipend
• referral program.

Why this role

Includes a stock option grant subject to board approval; requires 3+ years supporting customers by phone, email, and chat.

About the employer

Canary Technologies Corp is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.