Technical Support Engineer

Salary: $83,000 - 110,000 per year

Requirements:

• 3+ years of experience in Tier 2 Technical Support, Application Support, Technical Support Engineering, or a similar technical role.
• Strong troubleshooting skills and experience supporting SaaS platforms and complex software applications.
• Working knowledge of REST APIs, SQL databases, application logs, and API troubleshooting tools.
• Experience with Jira, HubSpot, Salesforce, or similar ticketing and support management platforms.
• Ability to investigate technical issues, identify root causes, and collaborate with Engineering to resolve software defects.
• Strong problem-solving, analytical, documentation, written communication, and verbal communication skills.
• Ability to manage multiple technical escalations independently while maintaining customer service and attention to detail.
• Experience with hospitality technology, Property Management Systems (PMS), IoT devices, or hardware integrations is an asset.
• Familiarity with software testing, incident management, or basic scripting is an asset.

Responsibilities:

• Provide advanced technical support for complex issues escalated by Tier 1 Support through Jira, HubSpot, and other support systems.
• Manage and prioritize escalated tickets, ensuring timely investigation and resolution, along with clear communication to customers and internal teams.
• Troubleshoot software issues, application errors, database inconsistencies, API failures, and third-party integrations.
• Investigate and resolve technical issues involving Property Management Systems (PMS), IoT devices, access control systems, and supported hardware, including Merc Board and Nextouch.
• Use application logs, database queries, APIs, and internal diagnostic tools to identify root causes and implement solutions.
• Work with Engineering and Product teams to investigate software defects, resolve complex issues, and support incident management.
• Help test new features, bug fixes, integrations, and platform improvements to ensure functionality and reliability.
• Provide technical support during customer onboarding, including system integrations, configurations, and troubleshooting.
• Maintain and update internal knowledge-base articles, troubleshooting guides, and technical documentation.
• Train and share knowledge with Tier 1 Support staff on new features, products, and recurring technical issues.
• Identify ways to improve technical support processes, internal tools, and troubleshooting efficiency.

Technologies:

• API
• Hardware
• HubSpot
• Incident Management
• IoT
• Support
• JIRA
• REST
• SQL
• Salesforce

More:

We are Operto Guest Technologies, a provider of property automation and IoT technology for vacation rentals, hotels, and serviced apartments. Our platform connects teams, guests, owners, and smart devices to streamline hospitality operations, improve guest satisfaction, and support revenue growth. We are hiring a Tier 2 Technical Support Engineer in our Customer Success team, based in Vancouver, British Columbia, with a hybrid work arrangement. This role is the primary technical escalation point for Tier 1 Support and connects Customer Support with Engineering, Product, and external integration partners. We offer extended health, vision, and dental coverage, an employee assistance program, paid time off, competitive compensation, casual dress, work-from-home flexibility, and a reduced schedule from December 25 through January 1 without using vacation time. We value a collaborative, supportive, and diverse workplace where everyone feels welcome and respected. We are an equal-opportunity employer and provide accommodations during the hiring process.

last updated 42 week of 2026