Software Support Specialist - Tier 1

You are the first voice customers hear when something goes wrong, owning support across phone, email, and chat from first contact through resolution. This is not a deeply technical role to start. You will grow your platform knowledge over time, and Tier 1 is the clear entry point into Tier 2 and more advanced technical roles at Track.

What you will do

• Act as the first point of contact for customer, vendor, and partner support inquiries across phone, email, and chat

• Own support tickets from intake through resolution, keeping documentation clean and follow-through consistent

• Troubleshoot common product and account issues using internal tools, documentation, and structured problem-solving

• Guide customers through product navigation, setup, and configuration to support successful adoption

• Escalate complex or technical issues to Tier 2 with clear context, notes, and reproduction steps

• Proactively follow up on open issues so customers stay informed and moving toward resolution

• Partner with Tier 2, Product, and Customer Success to keep the customer experience seamless

• 1+ year of experience in a high-volume, customer-facing environment (SaaS support, hospitality, retail, service industry, or similar), or equivalent experience showing strong customer interaction skills

• Strong communication skills, able to explain things clearly and confidently to non-technical customers

• Ability to stay organized and manage multiple conversations or tickets at once

• A natural problem-solver who thinks through issues and asks the right questions

• Comfortable working in fast-paced environments where priorities shift quickly

• Positive, empathetic, customer-first mindset

Nice to have

• Prior SaaS or technical support experience

• Familiarity with ticketing or support tools used in a high-volume environment

You will thrive here if

• You lead with communication and ownership rather than relying on prior technical depth. That grows with time

• You want a real path forward. High performers move into Tier 2 and take on deeper technical ownership

• You stay calm and clear when a customer is frustrated, since you are often the first voice they hear

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, The expected starting base salary, for this role is $25.96 to $29.81 per hour, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.

About Track Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.

Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.

Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People’s Choice Award winner.

Our core values These are the behaviors that shape how we work with each other, our partners, and our customers.

• Serve Others: nurturing growth to help others succeed

• Grit: taking ownership and never giving up on what matters most

• Create the Future: innovating to disrupt the status quo

Benefits and perks

• Full medical, dental, and vision coverage

• Flexible paid time off

• Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts

• Up to $900 a year in Wellness Rewards

• Retirement plan with employer match

• Unlimited access to professional training and development

• Company-paid life insurance and long-term disability coverage

• Flexible work environment, plus a $150 quarterly gift for personal use