Platform Technical Support – Hospitality SaaS

Aquiva Labs

Technical Support Specialist for Hospitality B2B SaaS helping users resolve software issues. Collaborate with internal teams to ensure excellent customer support experience in LatAm.

Posted 6/4/2026full-timeRemote • 💃 Anywhere in Latin AmericaJuniorWebsite

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
Document all customer interactions and issue resolutions clearly and concisely.
Develop and maintain a deep understanding of our software's features, functions, and best practices.
Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Requirements

What you’ll need

At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.
Highly Desirable:
Experience with hospitality technology, including property management systems and interfaces.
Strong familiarity with AWS CloudWatch
Familiarity with RESTful APIs, JSON documents, and tools like Postman.
Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
Prior experience working for a B2B SaaS company.
Background in hospitality combined with hands-on experience supporting technology users.

Benefits

Comp & perks

Be part of a fast-growing company shaping the future of hospitality technology connectivity.
Work on meaningful, high-visibility marketing initiatives that directly impact growth.
Collaborate with an experienced, strategic marketing team.
Opportunity to take ownership of design and help scale a global brand presence.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingsoftware supportcase managementtechnical aptitudecommunicationorganizationAWS CloudWatchRESTful APIsJSONPostman

Soft Skills

customer-first mindsetempathycalm under pressureverbal communicationwritten communicationattention to detailability to manage multiple priorities