• 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

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk We believe that everyone, no matter their background in work, life, culture or experiences has the ability to be exceptional. We seek exceptional people. We are bold, like risks, and take on big challenges together. Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems. Feel free to join in one of our upcoming Townhalls on Youtube to experience it for yourself: https://hsptb.com/twnhll We’re seeking a Technical Support Engineer to bridge the gap between our Customer Support and Engineering teams. What you will be working on As a Technical Support Engineer, you'll be the bridge between our 45 person Customer Support team and Engineering: building the systems and tools that power exceptional customer service at scale. No two days are the same. You might spend one day deep in technical investigations tracking down a pesky bug, and the next building impactful projects that improve how our entire support operation functions. You'll work extensively with one of the largest Laravel Nova setups you'll likely encounter—a massive system with countless moving parts that supports our growing support team. This is a role for someone who loves building back-office systems and enabling tools that help the business operate smoothly in the background. You'll get to touch nearly every part of our codebase, giving you exposure across the entire product rather than being siloed into specific features. Design, build, and maintain internal tools using Laravel and Laravel Nova that directly impact the efficiency of our Customer Support team. Build Laravel endpoints and functionality that power our AI support tools (like Intercom Fin) to better resolve customer needs. You won't just be configuring UIs, you'll be writing real code. Develop systems and automated workflows that have impact across multiple teams. Create and update technical documentation and help articles to empower customers and support staff with self-service resources. Collaborate with customers and internal teams to diagnose and resolve complex technical issues that require critical thinking and investigation. Work closely with Product, Engineering, Sales and Customer Success teams to identify opportunities for tooling and automation improvements. Our self-defined tech stack acronym is 🌴 PALM-B; PHP, Angular, Laravel, MySQL and Beanstalk. Requirements Benefits The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work. A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output. The total budget for this role is within US$95,803.56 - US$121,005.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For US employees, the gross salary could be anywhere between $81,433.03 - $102,854.25. We also offer an extra incentive into our equity with RSUs (through our $HOST token), with a grant value of up to $48,402.00, to share in the long-term upside of the company. Separately, this role is eligible for up to an additional US$271,120.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact. 35 days off per year, encouraged (including self-serve public holidays) and parental leave. For US employees: healthcare (including EPO, PPO and HSA), 401(k). Mental-health and emotional support with therapists on call through Slack by Spill. Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.