100% Remote Junior Technical Support Agent (SaaS / Ticketing & Configuration)English Speaking

• Handling client requests via a ticketing system (currently Zoho), including escalating to the appropriate teams.
• Performing technical configurations eg. CNAME configurations etc. in our backend tools
• Managing and updating Email templates in Sparkpost (HTML / Sparkpost template language: https://developers.sparkpost.com/api/template-language/)
• Working with form-based systems (Cognito Forms) that are part of our backend
• Completing configurations in our user portal based on data collected from the client by our account management team

This is not a sales or account management role.

There is a clear opportunity to grow within the team and take on more technical or product-focused responsibilities over time or change into another position as works.

Attitude & Culture

Since this is a fully remote position within a small but close-knit team, we place a strong emphasis on finding someone who is genuinely interested in the challenges of the role and able to manage their time effectively in a home-office environment.

We work in a trust-based, non-micromanaged setup. You have flexibility in how and when you work, and in return we expect ownership and reliability in delivering assigned tasks.

Support and guidance are always available when needed, but this role is best suited to someone who is comfortable working independently and taking responsibility for their work. Even our most junior team members are treated as professionals and trusted to operate on an equal, adult-to-adult basis.

We also place great value on a strong team and error culture. We focus on learning and improving together rather than assigning blame. Open, respectful communication is essential to us-disagreement is always welcome, but personal attacks are not. Maintaining a mutually respectful and constructive environment is especially important in a fully remote setting.

Responsibilities

Support & Ticket Handling

• Handle incoming support tickets from clients
• Investigate, document, and resolve issues following internal processes
• Escalate bugs or complex technical issues to engineering with clear context
• Ensure timely responses and proper follow-up
• Own the tickets until completion
• Clear, polite, concise explanations for non-technical users

Technical Configuration & Operations

• Perform configuration changes in the platform based on defined guidelines on behalf of our clients
• Manage and update SparkPost email templates

• Content updates
• Template configuration
• Validation and testing

• Configure and maintain Cognito Forms and related workflows
• Support client-specific setups and operational changes

Client-Facing Communication (via Email / Ticket)

• Communicate clearly with clients in written form
• Explain system behaviour and configuration changes in an understandable way
• Provide structured guidance and instructions when needed

Internal Collaboration

• Work closely with engineering, product, and operations teams
• Maintain accurate documentation of tickets, changes, and configurations
• Help improve internal processes and documentation over time

This is an entry-level position, ideal for a recent graduate with a background in software development, computer science, or IT, who wants to gain hands-on experience working with a real SaaS product in production. The main reason for this hire is that our main Support Agent has graduated to another role within the company., Ideally, a Recent graduate or early-career professional in:

• Computer Science
• Software Engineering
• Information Technology

Or alternatively, experience as a technical support agent.

First experience (academic, internships, projects) with:

• HTML & Especially Email Template Language
• Web applications
• SaaS tools
• Configuration-based systems
• Hotel or travel industry experience is a plus, but not required (alternatively ability to quickly understand the data structure and process our hotel clients use.)

Languages

• English - fluent in text and speech (required)
• HTML / Sparkpost Template Language
• React / Java / Python
• SQL Queries, * Strong attention to detail and structured thinking
• Comfortable learning and working with new technical systems
• Ability to understand configuration logic and workflows
• Basic understanding of how web applications work
• Clear written communication skills
• Ability to manage tasks and tickets independently
• Curious mindset and willingness to learn
• Reliable and accountable working style
• HTML code/Sparkpost template language
• ideally an understanding of email design and deliverability as well as testing tools like Litmus and how to handle different renderings depending on the email system, * Web applications and APIs and the ability to test
• Forms, validation, and workflows (e.g., Cognito Forms)
• Email systems or templates (e.g., SparkPost or similar)
• Experience or ability to use common collaboration tools:

• Google Workspace / Outlook
• Slack
• Ticketing systems (or willingness to learn quickly), * Your technical background or studies

• Any relevant projects or practical experience
• Why you are interested in working in SaaS support and operations
• Why a small / startup type company is a good fit
• Relevant visa/work permit

• Flexible working hours to suit your schedule
• Fully remote work environment
• Flat hierarchy and direct access to product and engineering
• Opportunity to grow with a fast-growing SaaS company
• Equipment provided (Laptop + screen), Compensation is based on location and aligned with entry-level technical support market rates. This role does not meet the salary requirements for EU Blue Card.

Hotel Res Bot is a young and fast-growing SaaS company helping hotels and travel agencies automate their inbound communications using self-trained AI. Our platform integrates with multiple systems and relies heavily on configuration, automation, and messaging rather than manual processes.