Job Description Summary

We are looking for a Technical support employee with a deep knowledge of the property management and vacation rental industry. You'll be the primary point of contact for escalated integration issues, guiding clients through API behavior, OTA configurations, and cross-platform data syncs with confidence and clarity.

This role requires a blend of technical fluency and growing customer relationships. You'll work directly with property managers and channel partners (Airbnb, Vrbo, Booking, etc.), translating complex technical details into actionable solutions for users. You are someone who can diagnose issues arising from API requests and logs but also then able to "zoom out" to deliver a world class customer experience.

Ideal candidates will have worked at or with a PMS platform, have a working knowledge of OTA connectivity, and understand how integrations affect day-to-day operations like revenue, housekeeping, insurance, or accounting.

This is a highly visible, high-impact role with opportunities for growth across technical operations, product support, and client success.

What You'll Do (Functions & Responsibilities)

• Own and resolve complex integration support cases escalated from Tier 1 teams
• Troubleshoot API and third-party connection issues (including channel management, payment processing, or custom integrations)
• Collaborate with OTA partners to resolve syncing, mapping, or data formatting issues
• Read and interpret API logs (XML/JSON), system logs, and payloads to determine root cause of failures or unexpected behavior
• Lead client calls to explain root cause, recommended resolution, and next steps with professionalism and empathy
• Write and maintain knowledge base articles to improve internal and external understanding of key integration topics
• Participate in the development of support processes, troubleshooting workflows, and documentation standards
• Actively contribute to cross-functional projects with Product, Engineering, and Client Success teams
• Surface common integration pain points and recommend enhancements or automation
• Maintain detailed case documentation and follow-ups using CRM/ticketing platforms

Qualifications

What We're Looking For (Minimum qualifications)

• 3+ years of experience in SaaS support, technical support, or API-based integrations
• 2+ years of experience in the vacation rental or property management industry
• Familiarity with PMS platforms and OTA integrations (Airbnb, Booking, etc)
• Strong understanding of API concepts (e.g., endpoints, payloads, response codes) and ability to read API logs (JSON or XML)
• Proficient in tools like Postman, JIRA, Confluence, and CRM/ticketing platforms (e.g., Salesforce, Zendesk, Zoho)
• Excellent written and verbal communication skills — able to simplify technical issues for non-technical users
• Proven track record of taking ownership and driving complex issues to resolution
• Experience with Tier 1 or 2 would be great
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Education Requirements

Bachelor's degree or comparable experience

Location:

Hermosillo, Sonora