Technical Support Specialist
Occupations:
Computer User Support SpecialistsNetwork and Computer Systems AdministratorsComputer Network Support SpecialistsComputer Systems AnalystsComputer Systems Engineers/ArchitectsIndustries:
Business Support ServicesComputer Systems Design and Related ServicesOther Support Activities for TransportationAll Other TelecommunicationsProfessional and Commercial Equipment and Supplies Merchant WholesalersMS Shift is a fast-growing enterprise SaaS platform powering security and operations for global hospitality brands. We are seeking a Tech Support Specialist to provide first-level and second-level support to our global hotel clients. This role will troubleshoot technical issues, assist with system configurations, and work closely with development and QA teams to ensure smooth operation of the MS Shift platform. You will interact directly with hotel security teams, operations managers, and IT departments to resolve technical issues and maintain high client satisfaction.Key ResponsibilitiesCustomer Technical SupportProvide Level 1 & Level 2 technical support via email, ticketing system, and remote sessionsTroubleshoot issues related to the MS Shift platform, including user access, system configuration, and data synchronizationAssist hotel teams with system setup, onboarding, and troubleshootingIssue ResolutionDiagnose software issues and determine root causeEscalate complex issues to development or engineering teamsTrack and document incidents and solutions in the ticketing systemClient CommunicationProvide clear and professional updates to clients regarding issue statusWork with Directors of Security and IT teams at major hotel brandsEnsure strong customer satisfaction and timely resolutionInternal CollaborationWork closely with Development and QA teams to identify bugs and product improvementsParticipate in product testing and feedback for new releasesQualificationsRequired5+ years experience in Technical Support or Help DeskBachelor’s Degree (BSc) in Computer Science, Information Technology, or related fieldExperience supporting SaaS platformsStrong troubleshooting and problem-solving skillsExperience with:Windows environmentsWeb-based applicationsMobile applicationsExcellent communication skillsPreferredExperience with SQL / databasesExperience with API integrationsExperience with Azure or cloud environmentsExperience supporting hospitality or enterprise clientsTechnical SkillsTicketing systems (Zendesk, Freshdesk, Jira, etc.)Remote support toolsBasic SQL queriesSaaS troubleshootingUser access and permissions managementMobile device support (Android / iOS)CompensationSalary: $60,000 – $85,000 per yearPerformance bonuses available