Technical Support Specialist

About this role

<p class="font-claude-response-body break-words whitespace-normal">Hotel technology is complex — integrations, data flows, pricing logic, and the real-time demands of a live revenue management platform all create technical challenges that require genuine analytical depth to resolve. As Technical Support Specialist at Duetto, you'll own cases end-to-end: investigating data discrepancies, diagnosing integration issues, identifying software defects, and building the knowledge base that helps customers and colleagues resolve issues faster. It's a role that rewards curiosity, critical thinking, and a genuine understanding of how hotels operate — and it sits at the heart of the customer experience we deliver every day.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What Makes Us Different?</strong></p> <p class="font-claude-response-body break-words whitespace-normal">Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What You'll Be Doing</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll own cases from initial contact through to resolution — investigating a wide range of product inquiries including data discrepancies, integrations, and user interface behaviours, applying critical thinking to diagnose root causes rather than just treating symptoms.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll actively create and update knowledge base articles using the KCS methodology — going beyond consuming existing articles to building the shared knowledge that enables customer self-service and raises the capability of the whole support team.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll participate in real-time collaborative swarming sessions to collectively troubleshoot complex or unfamiliar issues with teammates, contributing your expertise and learning from others in a culture of shared problem-solving.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll identify and validate software defects versus user errors — accurately documenting findings with reproduction steps and escalating confirmed defects to the R&D team with the detail needed to drive resolution.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll consistently meet expectations for response times and customer satisfaction across a steady caseload, maintaining operational excellence across Duetto's full product suite.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You'll use internal tools, logs, and data analysis to investigate complex technical issues — leveraging tools like Excel, XML, and APIs where needed to get to the bottom of data-related problems.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>What We're Looking For</strong></p> <p class="font-claude-response-body break-words whitespace-normal"><em>You may be a good fit if you have:</em></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">2+ years of experience in the hospitality industry or hospitality technology space</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Prior experience in technical support, including familiarity with ticketing and case management systems and data analysis</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong critical thinking skills — you diagnose root causes, not just symptoms</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Excellent written and verbal communication skills in English</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">The ability to work effectively in a fully remote environment, staying connected and productive across distributed collaboration tools</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Flexibility to adjust shifts +/- 2 hours for monthly shift rotations and participate in a limited holiday coverage rotation</li> </ul> <p class="font-claude-response-body…