Advanced Support Specialist - BE & Connectivity

 How You'll Make an Impact:

As an Advanced Support Specialist – Booking Engine and Connectivity, you will be the go-to expert for complex support cases related to our Booking Engine, channel connectivity, and integrations. You’ll work closely with both customers and internal teams to resolve escalated issues, provide insights on best practices, and ensure our hotel partners can maximize their distribution capabilities across all platforms. Your work will directly influence customer satisfaction, product stability, and feature adoption, while your feedback will help shape the ongoing evolution of our tools and services.

You’ll also play a critical role in creating advanced training content, mentoring team members, and proactively identifying systemic issues. Your impact will be seen not only in resolution speed and quality, but also in developing scalable support processes and stronger customer confidence in our solutions.

Our Customer Support Team:

Join a dynamic, global, and fully remote team of 60+ passionate Customer Support professionals dedicated to delivering exceptional experiences across chat, email, and phone. We’re proud of our collaborative culture built on empathy, knowledge-sharing, and continuous improvement. You’ll work alongside support specialists, product experts, and engineers in a fast-paced, always-learning environment where your expertise helps elevate the whole team.

What You Bring to the Team:

• Own and resolve advanced customer issues related to the Cloudbeds Booking Engine, including crafting customizations with HTML, CSS, and Javascript, managing connectivity for platforms like Google Hotel Search and Google Analytics, and handling availability management.
• Collaborate with product and engineering teams to investigate bugs, provide technical documentation, and help prioritize fixes.
• Partner with Customer Support Agents to offer guidance and coaching on complex cases and workflows.
• Conduct outbound calls and screen shares for high-touch troubleshooting and support escalations.
• Analyze support trends to suggest product improvements, documentation updates, or process enhancements.
• Contribute to training resources, internal knowledge bases, and customer-facing help articles focused on distribution and connectivity.
• Participate in QA testing for new features and system updates impacting booking and channel connectivity.
  
  

What Sets You Up for Success:

• 2+ years of experience in hospitality technology, ideally working with booking engines, channel managers, or OTA integrations.
• Strong understanding in coding, particularly when it comes to crafting customizations using HTML, CSS, and Javascript.
• Strong understanding of hotel operations and online distribution (OTAs, metasearch, Google Analytics).
• Previous experience in customer service, technical support, or implementation in a SaaS environment.
• Fluent in both English and Spanish (written and spoken); additional languages such as Portuguese are a plus.
• Proven analytical and problem-solving skills, with the ability to translate technical issues into understandable terms.
• Comfortable working cross-functionally with technical and non-technical teams.
• Passion for helping others and a natural coaching mindset.
• Excellent written communication and documentation skills.
• Remote work experience and ability to thrive in a fast-paced, self-managed environment.