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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - Tier 2 - **Company:** TravelNet Solutions - **Location:** United States (Remote available) - **Salary:** $53,997.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** HTML, Multitier Architecture, Artificial Intelligence, Cascading Style Sheets (CSS), Software as a Service, System Configuration, Programming Tools, Domain Name System (DNS), Systems Integration, Web Technologies, Api Design, GPT - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=86f5722bf6ec197e ## About the Role Do you have experience in Team training?, * A self-starter with tremendous initiative and a strong work ethic * An excellent communicator and collaborator across functional teams * Eager to make a high impact at a product-driven company * Adaptable, quick to embrace change, and a fast learner * Skilled in creative and critical thinking * Detail-oriented, even in a fast-paced environment * Passionate about technology and innovation, particularly the future of applied AI in our sector., * 2-4 years of experience in technical support, including experience operating at a Tier II level within a SaaS or technology-driven environment * Advanced troubleshooting skills with the ability to break down complex problems and drive resolution * Experience reproducing bugs, documenting issues, and working with Product/Engineering on escalations * Ability to think critically, ask the right questions, and connect symptoms to root causes * Strong written and verbal communication skills, especially when translating technical concepts for customers * 1+ year of experience working with APIs, integrations, or system configurations preferred * Ability to manage multiple escalations while maintaining quality and urgency * Proven ability to mentor or support the development of other team members * Ownership mindset with a focus on outcomes, not just handoffs * Comfort using AI tools (ChatGPT, Claude, Copilot, etc.) to accelerate research, draft documentation, or assist with troubleshooting workflows * Ability to evaluate AI-generated output critically and know when to escalate vs. when to rely on it, * Experience troubleshooting short-term rental platforms, property management systems (PMS), or hospitality technology preferred * Familiarity with channel managers, OTA integrations (Airbnb, VRBO, Booking.com), or rate/availability management tools * Working knowledge of web technologies including HTML, CSS, browser developer tools, DNS, SSL certificates, and hosting concepts * Experience diagnosing website or platform performance issues, including integration conflicts and configuration errors ## Description 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, You are the technical backbone of the support organization. You own complex customer issues, drive deep troubleshooting, and partner cross-functionally to get to resolution. At Tier II, technical depth meets real customer impact. You are not just solving problems, you are spotting patterns, improving processes, and influencing the product roadmap with what you see on the front lines. You also play a key role in growing the team around you, acting as a mentor and escalation point for Tier I while helping raise the overall capability of the support org., * Own escalated issues from Tier I, providing advanced troubleshooting and end-to-end resolution * Diagnose complex problems across product functionality, configurations, and integrations * Reproduce bugs consistently, document findings clearly, and drive escalations to Product and Engineering * Partner with Product and Engineering teams to prioritize and resolve defects, ensuring visibility and follow-through * Serve as a Subject Matter Expert (SME) for specific areas of the product, becoming the go-to resource for those domains * Manage and drive escalated tickets to resolution, maintaining high-quality documentation and clear customer communication * Translate technical issues into clear, customer-friendly explanations and updates * Identify trends and recurring issues, surfacing insights to improve product, workflows, and customer experience * Create and maintain internal documentation, playbooks, and troubleshooting guides to improve team efficiency * Mentor Tier I team members, providing guidance on troubleshooting, ticket quality, and customer communication * Support onboarding and ongoing development of Tier I through shadowing, coaching, and knowledge sharing * Continuously expand technical knowledge of the platform, integrations, and systems, Tier II is a high-impact role within the organization. Success here leads to opportunities to grow into: * Tier III / Advanced Technical Support * Product or Engineering-adjacent roles * Support leadership This role is expected to influence not just individual tickets, but how support operates at scale. ## Related Videos - [100 million days in Vienna: A story of APIs & AI in tourism.](https://www.wearedevelopers.com/videos/93-100-million-days-in-vienna-a-story-of-apis-ai-in-tourism) - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [WeAreDevelopers LIVE – AI, Freelancing, Keeping Up with Tech and More](https://www.wearedevelopers.com/videos/1786-wearedevelopers-live-ai-freelancing-keeping-up-with-tech-and-more) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix)