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For Companies At a Glance
- Tasks: Resolve complex technical issues and mentor junior team members in a dynamic SaaS environment.
- Company: Join Duetto, a leader in hospitality revenue management technology.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Why this job: Make a real impact in the hospitality industry with cutting-edge technology.
- Qualifications: 5+ years in technical support, strong troubleshooting skills, and mentorship experience.
- Other info: Collaborative culture with excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds. Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.
Role Summary / Purpose
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.
Key Responsibilities
- 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.
Qualifications
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.
Senior Technical Support Lead - SaaS & Revenue Management in London employer: Duetto Research
Contact Detail:
Duetto Research Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Lead - SaaS & Revenue Management in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Duetto. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Show off your skills in real-time! If you get the chance, participate in technical assessments or live troubleshooting sessions. It’s a great way to demonstrate your expertise and problem-solving abilities.
✨Tip Number 3
Be ready to share your knowledge! Prepare to discuss how you've mentored others or improved processes in past roles. This shows you're not just a tech whiz but also a team player.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Duetto family.
We think you need these skills to ace Senior Technical Support Lead - SaaS & Revenue Management in London
Some tips for your application 🫡
Show Your Expertise: Make sure to highlight your experience in technical support, especially within the SaaS or hospitality tech space. We want to see how you've tackled complex issues and what tools you've used, like Sentry or DataDog.
Be a Team Player: Emphasise your mentorship skills and any experience you've had in guiding junior team members. We love seeing candidates who can collaborate effectively with others, especially when it comes to resolving tricky cases.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and qualifications mentioned in the job description. Show us why you’re the perfect fit for this role at Duetto.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Duetto Research
✨Know Your Tools
Familiarise yourself with advanced troubleshooting and monitoring tools like Sentry, Sumo Logic, and DataDog. Be ready to discuss how you've used these tools in past roles to diagnose and resolve complex issues.
✨Showcase Your Mentorship Skills
Prepare examples of how you've mentored junior team members or led training sessions. Highlight your ability to guide others through challenging scenarios, as this role values strong mentorship.
✨Understand the Product
Dive deep into Duetto's Revenue Management system and its SaaS offerings. Be prepared to discuss how you can contribute to improving product reliability and customer satisfaction based on your understanding of the platform.
✨Collaborate Effectively
Think about your experiences working with cross-functional teams, especially with Product and Engineering. Be ready to share specific instances where your collaboration led to successful bug resolutions or feature improvements.
