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# Senior Technical Support Agent

- **Company:** Canary Technologies
- **Location:** New York, NY, United States
- **Experience:** Expert
- **Salary:** $70,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Data Logging, Macros, Software Troubleshooting, Integration Frameworks, Zendesk
- **Published:** September 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cea40f7e1ceb12e7

## About the Role

* 3+ years experience supporting customers by phone, in addition to email and chat.
 * Proven experience in technical customer support, ideally in B2B SaaS, hospitality technology, or another complex product environment.
 * Ability to communicate complex technical or workflow issues clearly to customers, teammates, and internal partners, including sensitive customer de-escalation.
 * Strong troubleshooting and critical-thinking skills, including ability to separate symptoms from root cause.
 * Strong documentation habits and ability to create clear internal notes, escalation summaries, and knowledge updates.
 * Experience creating internal documentation, macros, playbooks, or escalation templates.
 * Ability to manage competing priorities, follow up proactively, maintain ownership of complex work, and coordinate small work streams with clear owners and next steps.
 * Collaborative mindset with a willingness to mentor peers and raise the technical bar of the frontline team.
 * Multilingual communication skills or experience supporting customers in multiple languages is a strong plus.
 * Experience with Zendesk, monitoring/logging tools, PMS/integration workflows, or hospitality systems (preferred).
 * Experience partnering with Product, Engineering, CS, Ops, or Support leadership (preferred).
 * Familiarity with AI-enabled support workflows or responsible AI/tool usage (preferred).

## Description

Senior Technical Customer Support Agents handle more complex customer issues and act as a bridge between frontline Support, Support leadership, Product, Engineering, Customer Success, and Ops. This role owns advanced troubleshooting, sensitive customer handling and de-escalation, clean internal documentation, and strong escalations. L2 Associates also mentor L1 teammates and help improve support workflows, documentation, macros, and escalation quality., * Product & Technical Expertise: Handle moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge.

 * Problem Solving & Troubleshooting: Own escalated issues through structured investigation using ticket history, documentation, internal tools, logs/data, and evidence.
 * Communication: Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and internal partners; de-escalate frustrated customers with empathy, ownership, and clear next steps.
 * Operational Execution: Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership.
 * Continuous Improvement:
 + Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior.
 + Flex project management skills for small work streams such as documentation updates, escalation improvements, or issue-pattern tracking.
 + Use approved AI tools responsibly to improve speed, quality, consistency, and customer effort.
 * Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday.