The Role
Provide first-line technical support for a Hospitality B2B SaaS platform via phone, email, and chat. Triage and resolve tickets, analyze error logs, investigate root causes, escalate complex issues, maintain documentation, and contribute to customer-facing knowledge base. Collaborate with internal teams to resolve technical problems and ensure timely, empathetic customer communication.
Summary Generated by Built In
Hapi is hiring a Platform Technical Support Specialist to provide client and internal support for our Hospitality B2B SaaS platforms and products. This role includes communication with clients, reviewing error logs, managing support cases, and troubleshooting errors.
Successful candidates should be excellent at troubleshooting software issues, understanding how systems work, and collaborating with internal teams to resolve complex problems.
This role is open for LatAm and fully remote. We are hiring a candidate with 7 days a week availability.
This role is open for LatAm and fully remote. We are hiring a candidate with 7 days a week availability.
Key Responsibilities
- Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
- Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
- Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
- Document all customer interactions and issue resolutions clearly and concisely.
- Develop and maintain a deep understanding of our software's features, functions, and best practices.
- Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
- Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.
Qualifications
Required:
- At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
- Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
- Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
- Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
- Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
- Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
- Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.
- Experience with hospitality technology, including property management systems and interfaces.
- Strong familiarity with AWS CloudWatch
- Familiarity with RESTful APIs, JSON documents, and tools like Postman.
- Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
- Prior experience working for a B2B SaaS company.
- Background in hospitality combined with hands-on experience supporting technology users.
Why Join Hapi
- Be part of a fast-growing company shaping the future of hospitality technology connectivity.
- Work on meaningful, high-visibility marketing initiatives that directly impact growth.
- Collaborate with an experienced, strategic marketing team.
- Opportunity to take ownership of design and help scale a global brand presence.
About
Aquiva Labs brings your business vision to life.As one of Salesforce’s most experienced PDO partners, Aquiva Labs helps deliver your Salesforce AppExchange vision and more by making great ideas become a reality. Right from day one, we use our strategic relationship with Salesforce to empower organizations with unique AppExchange knowledge, mastery and access, as well as implementing our existing intimate knowledge of architectures, technology stacks and patterns, to guide our ISV partners through the AppExchange’s complex business and data scenarios.Building products is in our DNA. Whether you are looking to create a prototype of a new product, outsource your Salesforce application development, create a custom solution, or require a short term engagement to assist with a specific challenge, our teams are there to help.
Skills Required
- At least one year in a technical, customer-facing role (B2B SaaS support, application support, or similar)
- Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent)
- Demonstrated ability to troubleshoot software issues beyond scripted responses and investigate root causes
- Customer-first mindset with high empathy; remain calm and professional under pressure
- Technical aptitude and ability to quickly learn software and system behaviors
- Exceptional verbal and written communication in English
- Highly organized with ability to manage multiple priorities and strong attention to detail
- Availability to work seven days a week
- Experience with hospitality technology (PMS, CRS) or direct hospitality industry experience
- Familiarity with AWS CloudWatch
- Familiarity with RESTful APIs, JSON documents, and tools like Postman
- Prior experience working for a B2B SaaS company
- Experience writing or updating knowledge base articles, FAQs, and troubleshooting guides
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The Company
