Role Description Hotel technology is complex — integrations, data flows, pricing logic, and the real-time demands of a live revenue management platform all create technical challenges that require genuine analytical depth to resolve. As Technical Support Specialist at Duetto, you'll own cases end-to-end: - Investigating data discrepancies - Diagnosing integration issues - Identifying software defects - Building the knowledge base that helps customers and colleagues resolve issues faster It's a role that rewards curiosity, critical thinking, and a genuine understanding of how hotels operate — and it sits at the heart of the customer experience we deliver every day. Qualifications - 2+ years of experience in the hospitality industry or hospitality technology space - Prior experience in technical support, including familiarity with ticketing and case management systems and data analysis - Strong critical thinking skills — you diagnose root causes, not just symptoms - Excellent written and verbal communication skills in English - The ability to work effectively in a fully remote environment, staying connected and productive across distributed collaboration tools - Flexibility to adjust shifts +/- 2 hours for monthly shift rotations and participate in a limited holiday coverage rotation Requirements - Prior hotel operations or revenue management exposure - Proficiency in an additional language — particularly relevant for APAC market coverage - Comfort using tools like Excel, XML, or APIs to investigate data-related issues Benefits - Genuine case ownership — you'll own cases end-to-end, apply real analytical depth, and see problems through to resolution rather than passing them along - A knowledge-building culture — your contributions to the knowledge base are valued and visible - AI-first organisation — investing in tools and workflows that help the team investigate faster and resolve more accurately - A product worth supporting — the #1 RMS in hospitality tech, used by hotel groups and casinos worldwide Company Description Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.

• Deliver outstanding technical support via emails and video calls; • Collaborate with internal teams to investigate and resolve customer issues efficiently; • Represent the company by ensuring a positive customer experience throughout the issue resolution process; • Develop strong product knowledge to provide accurate guidance and support; • Assist customers with customized reports and analysis using data visualization tools; • Monitor and troubleshoot connection issues using internal and external tools; • Maintain detailed records of customer interactions, troubleshooting steps, and resolutions within the support ticketing system; • Escalate complex technical issues to engineering teams when required to ensure timely resolution; • Maintain deep understanding of client solutions and meet KPI.

• Deliver outstanding technical support via emails and video calls • Collaborate with internal teams to investigate and resolve customer issues efficiently • Represent the company by ensuring a positive customer experience throughout the issue resolution process • Develop strong product knowledge to provide accurate guidance and support • Assist customers with customized reports and analysis using data visualization tools • Monitor and troubleshoot connection issues using internal and external tools • Maintain detailed records of customer interactions, troubleshooting steps, and resolutions within the support ticketing system • Escalate complex technical issues to engineering teams when required to ensure timely resolution • Maintain deep understanding of client solutions and meet KPI

• Developing and optimizing embedded graphics solutions on multi-core platforms • Leveraging technologies such as OpenGL and DEOS • Analyzing shared resource utilization and system performance across CPUs, GPUs, and other hardware components • Performing Worst-Case Execution Time (WCET) analysis • Ensuring deterministic real-time performance