Canary Technologies
Senior Technical Support Agent
$70K–$95K
New York, NY +2 · Hybrid · Senior · Full-time · Posted Sep 14, 2026
- Location
- New York, NY
San Francisco, CA
Dallas, TX - Experience
- 3+ years supporting customers by phone, in addition to email and chat.
About the job
Handles advanced customer support issues for Canary’s hotel technology platform, troubleshooting escalations and coordinating with internal teams while improving support processes.
What you'll do
- Investigate and own complex or escalated customer issues through resolution, coordinating with internal partners as needed.
- Communicate clearly with customers and teammates, de-escalate sensitive situations, and document issues and next steps.
- Mentor frontline teammates and improve support documentation, workflows, macros, and escalation quality; use approved AI tools responsibly.
What they ask for
- 3+ years experience supporting customers by phone, in addition to email and chat.
- Experience in technical customer support.
- Strong troubleshooting, communication, documentation, prioritization, and ownership skills.
- Experience creating internal documentation, macros, playbooks, or escalation templates.
Nice to have
- Multilingual communication skills or experience supporting customers in multiple languages.
- Experience with Zendesk, monitoring/logging tools, PMS/integration workflows, hospitality systems, cross-functional partners, or AI-enabled support workflows.
Pay
$70,000 - $95,000 (target cash compensation; includes fixed annual salary and performance-based bonus)
Tools
Zendesk
AI focus
Use approved AI tools responsibly to improve support speed, quality, consistency, and customer effort; familiarity with AI-enabled support workflows or responsible AI/tool usage is preferred.
Model-written summary · the original posting is authoritative