• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies • Provide technical support to customers via phone, ticketing systems, and other support channels • Troubleshoot software, networking, and system-level issues with a strong focus on customer experience • Continuously test Acre software and integrations to support quality assurance and product reliability • Respond to incoming customer calls and technical inquiries requiring assistance • Participate in an after-hours on-call rotation to support customers 24/7/365 • Maintain accurate documentation and records within support and ticketing systems • Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes • Create and maintain weekly or monthly reports as directed by leadership.

• Provide 2nd level support for network-related issues, including LAN, WAN, firewall, proxy, and TCP/IP troubleshooting. • Analyze and troubleshoot issues involving WAN, LAN, Firewalls, VPNs, cloud proxies, and wireless systems. • Perform network monitoring and analysis to proactively identify potential issues and implement preventive measures. • Participate in network projects and initiatives, contributing technical expertise and support. • Stay updated with the latest network technologies and best practices to continuously improve network operations. • Escalate unresolved issues to specialized teams and coordinate resolution efforts. • Document incident resolutions and contribute to knowledge base articles. • Collaborate with internal teams (e.g., infrastructure, security, application support) to ensure timely resolution of network-related problems. • Participate in root cause analysis and post-incident reviews. • Support change management processes and ensure compliance with operational standards.

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Meets with clients or internal teams to gather and document business requirements and/or tasks. • Primary contact point for client’s business interests and work toward resolution of issues. • Assumes overall responsibility for defining a solution that matches client’s business needs. • Develop and maintain documentation for all client and/or internal processes and procedures. • Lead testing efforts for projects that introduce new systems and technologies into the contact center. • Responsible for act as liaison with technical groups to ensure business needs are met fully with technological solution. • Responsible for working with internal teams to determine production impact of process implementations. • Ensure compliance with SLAs and OLAs

About the Company Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds. Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System. Role Summary / Purpose The Senior Technical Support Specialist serves as a product expert and technical mentor within the team. This role is responsible for resolving the most complex and escalated customer inquiries, often acting as a dedicated resource for high-value accounts. Beyond case resolution, the Senior Specialist utilizes advanced troubleshooting tools to diagnose systemic issues and collaborates directly with Product and Engineering to manage software defects. They play a pivotal role in elevating the team's performance by mentoring junior members and curating high-quality internal and external knowledge resources. Key Responsibilities Advanced Case Resolution: Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support. Technical Diagnosis: Utilize advanced observability and logging tools (e.g., Sentry, Sumo Logic, DataDog) to diagnose systemic product issues and identify root causes that are not immediately visible in the user interface. Mentorship & Enablement: Act as a technical mentor for the team, assisting with the ramp-up of new hires and providing ongoing guidance to Support Specialists on challenging troubleshooting scenarios. Swarming Leadership: Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases. Defect Management: Manage the escalation of software defects by creating and peer-reviewing detailed Jira tickets to ensure Engineering receives clear reproduction steps and data, minimizing back-and-forth. Incident Support: Assist the Incident Commander during high-severity events by validating customer impact, reproducing errors in real-time, and testing potential workarounds to mitigate business disruption. Knowledge Strategy: Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting. Cross-Functional Collaboration: Partner with Product and Engineering to prioritize bug backlogs and provide technical insights that influence product reliability improvements. Perform other related duties as needed to support team and company priorities. Qualifications