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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Specialist - **Company:** Duetto Research, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** JIRA, Software Bug Management, Software as a Service, Monitoring of Systems, Human-Computer Interaction, Datadog, Data Logging, Diagnostic Tools, Bug Reporting, Sentry, Sumo Logic (Software) - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=232cc924e9ac2795 ## About the Role 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. ## Description 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., * 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. ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [From Doubt to Confidence: How Sentry Uses Verdaccio to Bulletproof SDK Releases](https://www.wearedevelopers.com/videos/739-from-doubt-to-confidence-how-sentry-uses-verdaccio-to-bulletproof-sdk-releases) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [React Developer Salary [2023]](https://www.wearedevelopers.com/magazine/198-react-developer-salary-2023)