Software Support Specialist - Tier 2

Track’s Customer Success org is scaling and we’ve hit a skills gap: too much depth in customer service, not enough in the technical stack underneath it. This role closes that gap. You’ll own escalated issues Tier I can’t crack, dig into APIs, integrations, and platform configs, and work directly with Product and Engineering to get bugs fixed instead of just logged. You’ll also mentor Tier I, so the whole team gets sharper because you’re on it., * Own escalated issues from Tier I and drive them to resolution, not just a handoff

• Diagnose complex problems across product functionality, configurations, and third-party integrations
• Reproduce bugs consistently, document findings clearly, and escalate to Product and Engineering with enough detail that they can act on it
• Translate technical issues into explanations a non-technical customer can actually use
• Spot patterns across tickets and surface insights that improve the product and the support workflow
• Build and maintain internal documentation and troubleshooting guides that make the team faster
• Mentor Tier I on troubleshooting, ticket quality, and customer communication through shadowing and coaching, * You already know what an API is and how DNS works, so your ramp is about learning Track’s platform and customer base, not learning the internet
• You’re comfortable getting into billing and trust accounting basics. It touches almost every escalation and it trips people up who haven’t dealt with it before

You treat AI tools as a starting point, not a finish line. You verify before you apply or pass something to a customer

• 2+ years minimum experience required in technical support, including time operating at a Tier II level inside a SaaS or technology-driven environment (external customer-facing support, not internal IT helpdesk)
• Advanced troubleshooting skills and the ability to connect symptoms to root cause on complex, multi-layered problems
• Experience reproducing bugs, documenting them clearly, and working escalations with Product or Engineering
• 1+ year working with APIs, integrations, or system configurations
• Comfort using AI tools like ChatGPT, Claude, or Copilot to speed up research and troubleshooting, and the judgment to know when to validate that output before you act on it or hand it to a customer
• A track record of mentoring or developing other team members, * Experience troubleshooting short-term rental platforms, PMS software, or hospitality technology
• Familiarity with channel managers or OTA integrations like Airbnb, VRBO, or Booking.com
• Working knowledge of HTML, CSS, browser dev tools, DNS, SSL, and hosting concepts

Pulled from the full job description Health insurance Retirement plan Paid time off Vision insurance Health savings account Dental insurance Flexible spending account, * Full medical, dental, and vision coverage

• Flexible Paid Time Off
• Unlimited access to professional training and development
• Health Savings Account with up to a $2,000 annual match
• Up to $900 in annual Wellness Rewards
• Flexible work environment
• Free life insurance and long-term disability coverage
• Flexible Spending Accounts
• Retirement plan with employer match
• $150 quarterly gift for personal use
• Competitive wages
• Work with an amazing team!

For over 21 years, Track has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. Our development includes a focus on leveraging AI-driven tools to enhance pricing, distribution, and guest communication

Our Core Values reflect the behaviors that shape the tone of 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

Why Join Us?

• Be part of a fast-moving, dynamic team focused on growth and success.
• Work alongside a talented, collaborative, and supportive team.
• Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.
• Help reshape the hospitality industry through technology and service innovation.