Senior Technical Application and Onboarding Specialist
New
M
MewsHospitality technology
Location: United States; Location type: RemoteFull-TimeSenior
Salary105,500 - 136,500 USD per year
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Job Details
- Experience
- 3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment
- Required Skills
- Project ManagementArtificial IntelligenceSalesforceJiraRESTful APIsSaaS
Requirements
- Have 3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment.
- Have proven experience supporting complex implementations and managing multiple priorities independently.
- Troubleshoot software configuration, integrations and APIs hands-on.
- Translate customers’ technical requirements into an appropriate implementation approach.
- Use an analytical, metrics-led approach to identify risk early and take action.
- Have project management skills to keep several implementations moving at once.
- Have experience building or improving processes.
- Communicate clearly with technical and non-technical audiences, including engineers and hotel general managers.
- Have AI Fluency Level 3 or equivalent hands-on experience redesigning work using AI and checking its output.
- Working knowledge of Salesforce, Jira and Confluence is a plus.
- Experience in hospitality technology or with PMS, payments or distribution systems is a plus.
- A relevant bachelor's degree or equivalent practical experience is a plus.
Responsibilities
- Support complex implementations for the product area, including configuration, integrations, APIs and non-standard requirements.
- Act as the technical escalation point when an issue is blocking a go-live.
- Provide third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases.
- Advise CSMs on what is feasible for new leads.
- Own performance metrics including CSAT, time to resolution, repeat question rate and deflection rate, and act when timelines, SLAs or onboarding health are at risk.
- Own and maintain product-area knowledge base content, using AI to improve how it is written, maintained and checked.
- Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback.
- Contribute to product testing, blitz testing, hackathons and strategic projects.
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