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Duetto Logo Duetto · IT - Administration

Senior Technical Support Specialist

United States · Job Posted January 26, 2026
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Job Description

The Senior Technical Support Specialist serves as a product expert and technical mentor within the team. This role is responsible for resolving the most complex and escalated customer inquiries, often acting as a dedicated resource for high-value accounts. Beyond case resolution, the Senior Specialist utilizes advanced troubleshooting tools to diagnose systemic issues and collaborates directly with Product and Engineering to manage software defects. They play a pivotal role in elevating the team's performance by mentoring junior members and curating high-quality internal and external knowledge resources.

Job Responsibility

  • Advanced Case Resolution: Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support
  • Technical Diagnosis: Utilize advanced observability and logging tools (e.g., Sentry, Sumo Logic, DataDog) to diagnose systemic product issues and identify root causes that are not immediately visible in the user interface
  • Mentorship & Enablement: Act as a technical mentor for the team, assisting with the ramp-up of new hires and providing ongoing guidance to Support Specialists on challenging troubleshooting scenarios
  • Swarming Leadership: Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases
  • Defect Management: Manage the escalation of software defects by creating and peer-reviewing detailed Jira tickets to ensure Engineering receives clear reproduction steps and data, minimizing back-and-forth
  • Incident Support: Assist the Incident Commander during high-severity events by validating customer impact, reproducing errors in real-time, and testing potential workarounds to mitigate business disruption
  • Knowledge Strategy: Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting
  • Cross-Functional Collaboration: Partner with Product and Engineering to prioritize bug backlogs and provide technical insights that influence product reliability improvements
  • Perform other related duties as needed to support team and company priorities

Requirements

  • 5+ years of progressive experience in technical support within the hospitality technology or SaaS industry
  • Proven expertise in utilizing advanced troubleshooting and monitoring tools such as Sentry, Sumo Logic, and DataDog
  • Demonstrated ability to effectively manage and prioritize a caseload of complex technical issues and high-pressure escalations
  • Strong mentorship skills, with experience guiding junior team members or peer-reviewing technical work
  • Experience working collaboratively with Product and Engineering teams on bug resolution and feature improvements
  • Availability to work monthly rotating shifts and participate in holiday coverage rotations to support the broader team and handle critical escalations

Nice to have

  • Deep subject matter expertise in Revenue Management systems
  • Experience designing and delivering technical training sessions for support teams
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