L1 Technical Support Agent (Spanish and English Speaking)

About the Position

L1 Technical Support Agent (Spanish and English Speaking)

Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. We're looking for a passionate and bilingual L1 Technical Support Agent to join our team.

Responsibilities

• Product & Technical Expertise: Answer standard product questions using Canary documentation, account context, internal tools, and approved workflows.
• Problem Solving & Troubleshooting: Troubleshoot common technical issues with curiosity and evidence before escalating.
• Communication: Respond to customers with clear, warm, and actionable communication that reduces unnecessary back-and-forth.
• Operational Execution: Maintain strong ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through.
• Continuous Improvement: Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and execution; use approved AI tools responsibly to work faster and improve quality while checking output before using it.
• Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work every day.

Requirements

• Professional working proficiency in English and Spanish, including the ability to communicate technical/product concepts clearly in both languages.
• Experience supporting customers by phone, in addition to email and chat.
• Experience in customer service, technical support, hospitality, SaaS, or another customer-facing role.
• Clear written and verbal communication skills with the ability to explain steps simply to non-technical users.
• Curiosity and willingness to investigate before escalating.
• Strong follow-through, attention to detail, and ability to manage multiple tickets or tasks accurately.
• Coachable, collaborative, adaptable, and open to feedback.
• Flexibility to shift schedule from a US time zone to European time zone (or vice versa) if coverage needs shift is a strong plus.

Nice to Have

• Experience with Zendesk, SaaS tools, hospitality technology, or property management systems (preferred).
• Familiarity with AI tools and ability to use them responsibly while maintaining quality (preferred).

We Offer

• Time Off
  • Unlimited PTO
  • Holidays + Canary Days
  • Birthday Holiday
• Travel & Office Flexibility
  • Office Exchange
  • Canary Hotel Experience
  • Preferred Hotels Discount
• Growth & Community
  • Self Improvement Club
  • Professional Development
  • Referral Program

About the Company

Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons, and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations, and elevate the guest experience.

Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards, including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award.

We're scaling our team to bring innovation to life faster than ever. If you're passionate about your work, want to grow with us, and are ready to take on more responsibility along the way, we value rigor and velocity in equal measure: high standards, fast pace, real ownership. Come join us! Let’s shape the future of hospitality together.

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate, and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.