Software Support Specialist – Tier 2

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TravelNet Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

☁️ SaaS

✈️ Travel

Hospitality • SaaS • Travel

TravelNet Solutions is a hospitality software provider offering enterprise-class property management and distribution solutions for professional vacation rental and multi-unit operators. Its platform centralizes property management (PMS), trust accounting, owner portals, housekeeping/property care workflows, channel distribution and direct booking, payment processing, CRM, analytics/insights, and AI-driven automation to optimize revenue and operations. The company emphasizes enterprise scalability, deep integrations and API connectivity to connect with third-party tools and support large, multi-region portfolios.

📋 Description

• Own escalated issues from Tier I, providing advanced troubleshooting and end-to-end resolution • Diagnose complex problems across product functionality, configurations, and integrations • Reproduce bugs consistently, document findings clearly, and drive escalations to Product and Engineering • Partner with Product and Engineering teams to prioritize and resolve defects, ensuring visibility and follow-through • Serve as a Subject Matter Expert (SME) for specific areas of the product, becoming the go-to resource for those domains • Manage and drive escalated tickets to resolution, maintaining high-quality documentation and clear customer communication • Translate technical issues into clear, customer-friendly explanations and updates • Identify trends and recurring issues, surfacing insights to improve product, workflows, and customer experience • Create and maintain internal documentation, playbooks, and troubleshooting guides to improve team efficiency • Mentor Tier I team members, providing guidance on troubleshooting, ticket quality, and customer communication • Support onboarding and ongoing development of Tier I through shadowing, coaching, and knowledge sharing • Continuously expand technical knowledge of the platform, integrations, and systems

🎯 Requirements

• 2–4 years of experience in technical support, including experience operating at a Tier II level within a SaaS or technology-driven environment • Advanced troubleshooting skills with the ability to break down complex problems and drive resolution • Experience reproducing bugs, documenting issues, and working with Product/Engineering on escalations • Ability to think critically, ask the right questions, and connect symptoms to root causes • Strong written and verbal communication skills, especially when translating technical concepts for customers • 1+ year of experience working with APIs, integrations, or system configurations preferred • Ability to manage multiple escalations while maintaining quality and urgency • Proven ability to mentor or support the development of other team members • Ownership mindset with a focus on outcomes, not just handoffs • Comfort using AI tools (ChatGPT, Claude, Copilot, etc.) to accelerate research, draft documentation, or assist with troubleshooting workflows • Ability to evaluate AI-generated output critically and know when to escalate vs. when to rely on it

🏖️ Benefits

• Full medical, dental, and vision coverage • Flexible Paid Time Off • Unlimited access to professional training and development • Health Savings Account with up to a $2,000 annual match • Up to $900 in annual Wellness Rewards • Flexible work environment • Free life insurance and long-term disability coverage • Flexible Spending Accounts • Retirement plan with employer match • $150 quarterly gift for personal use • Competitive wages • Work with an amazing team!