Duetto · 4 hours ago
Senior Technical Support Specialist
United States
Full-time
Remote
Senior Level
5+ years expDuetto is an industry-leading hospitality revenue management system that helps hotels, resorts, and casinos optimize revenue and boost profit. The Senior Technical Support Specialist is responsible for resolving complex customer inquiries, acting as a product expert, and mentoring junior team members while collaborating with Product and Engineering to manage software defects.
Big DataBusiness IntelligenceCloud ComputingHospitalityPrice ComparisonSaaSTravel
Responsibilities
Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support
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
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
Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases
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
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
Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting
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
Qualification
Required
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
Preferred
Deep subject matter expertise in Revenue Management systems
Experience designing and delivering technical training sessions for support teams
Company
Duetto
Duetto specializes in cloud applications, SAAS, revenue management systems, and hotel leadership software.
51-200 employees
H1B Sponsorship
Duetto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (3)
2023 (3)
2022 (5)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$143.2MKey Investors
Warburg PincusIcon VenturesAccel
2024-06-27Acquired
2018-02-14Series D· $80M
2015-08-04Series C· $30M
Leadership Team
David Woolenberg
Chief Executive Officer
Patrick B.
Co-Founder, Advisor
Recent News
Venture Capital Journal
2026-01-22
2025-12-05
Company data provided by crunchbase