Technical Support - Tier 2

Duve is a global guest experience platform trusted by hospitality brands in 60+ countries. We help hotels and vacation rentals create a smoother, more personal stay—from pre-arrival to post-checkout—through one seamless, data-driven system. Our suite has AI enhanced features including online check-in, a branded guest app, unified guest messaging, upsells, automation workflows, and analytics. The result: teams save time, reduce manual work, unlock new revenue, and deliver standout experiences at scale. Come join us on this exciting journey to revolutionize the guest experience for millions of travelers around the world. About this role: As a Technical Support - Tier 2 you’ll be the go-to expert for our most complex customer challenges—combining technical depth, clear communication, and empathy to turn issues into long-term trust. Qualifications: 4+ years of experience in Technical Support, Customer Success Engineering, or similar technical customer-facing role Strong expertise in debugging APIs, system integrations, and troubleshooting cloud-based environments Hands-on experience analyzing and interpreting logs using observability tools such as Grafana, Datadog, or equivalent logging platforms Proven experience working with MongoDB databases, including querying and troubleshooting Proficiency in scripting languages (Python, JavaScript, or Bash) for automation and troubleshooting Demonstrated ability to mentor, train, and provide technical leadership to both onsite and remote team members Experience working with support and CRM platforms (e.g., Zendesk, ClickUp, HubSpot, Salesforce) and documentation systems (e.g., GitBook, ReadMe), including authoring technical articles and knowledge base content Excellent communication skills with the ability to translate complex technical concepts for both technical and non-technical stakeholders What you'll do: Own complex escalations end-to-end, from initial diagnosis through resolution, ensuring customers receive exceptional technical support Collaborate closely with CSMs, Solutions, R&D and Product teams to communicate technical issues, reproduce bugs, and advocate for customer needs Develop creative workarounds and solutions for challenging customer scenarios while maintaining empathy and clear communication Assess customer sentiment and urgency from written communication to appropriately prioritize and tailor your response approach Create and maintain technical documentation for both customers (knowledge base articles, integration guides) and internal teams (process docs, solution playbooks) Identify recurring issues and patterns to drive proactive improvements in product, processes, and documentation