Technical Support Engineer

Technical Support Engineer

Vancouver, British Columbia, Canada · Customer Success · Hybrid

About Operto:

Operto Guest Technologies, the world’s leading property automation and IoT operating system for vacation rentals, hotels, and serviced apartments, is revolutionizing guest stays and hospitality management. Through technology that connects teams, guests, owners, and smart devices; Operto addresses common friction points to provide fully seamless and personalized stays - creating greater efficiency, guest satisfaction, and more revenue.

Role Overview:

Operto is seeking a highly skilled and proactive Tier 2 Technical Support Engineer to provide advanced technical support across our hospitality technology platforms.

This position serves as the primary technical escalation point for Tier 1 Support and acts as a bridge between Customer Support, Engineering, Product, and external integration partners.

The ideal candidate has strong technical troubleshooting skills, experience working with APIs, databases, software integrations, and logs, and the ability to independently investigate complex customer issues.

In addition to resolving escalated support cases, this role contributes to product quality assurance, technical documentation, incident response, internal tooling, and continuous service improvements.

Role Responsibilities:

• Provide advanced technical support for complex issues escalated by Tier 1 Support through Jira, HubSpot, and other support systems.

• Manage and prioritize escalated support tickets, ensuring timely investigation, resolution, and clear communication with customers and internal teams.

• Troubleshoot software issues, application errors, database inconsistencies, API failures, and third-party integrations.

• Investigate and resolve technical issues related to Property Management Systems (PMS), Internet of Things (IoT) devices, access control systems, and supported hardware, including Merc Board and Nextouch.

• Perform technical investigations using application logs, database queries, APIs, and internal diagnostic tools to identify root causes and implement appropriate solutions.

• Collaborate with Engineering and Product teams to investigate software defects, resolve complex technical issues, and support incident management.

• Assist with testing new features, bug fixes, system integrations, and platform improvements to ensure product functionality and reliability.

• Provide technical support during customer onboarding, ensuring smooth system integrations, configurations, and troubleshooting.

• Maintain and update internal knowledge-base articles, troubleshooting guides, and technical documentation.

• Conduct training and knowledge-sharing sessions for Tier 1 Support staff on new features, products, and recurring technical issues.

• Identify opportunities to improve technical support processes, internal tools, and troubleshooting efficiency.

Role Qualifications:

• 3+ years of experience in Tier 2 Technical Support, Application Support, Technical Support Engineering, or a similar technical role.

• Strong technical troubleshooting skills with experience supporting SaaS platforms and complex software applications.

• Working knowledge of REST APIs, SQL databases, application logs, and API troubleshooting tools.

• Experience using Jira, HubSpot, Salesforce, or similar ticketing and support management platforms.

• Ability to investigate technical issues, identify root causes, and collaborate with Engineering teams to resolve software defects.

• Strong problem-solving, analytical, and documentation skills with excellent written and verbal communication.

• Ability to independently manage multiple technical escalations while maintaining strong customer service and attention to detail.

• Experience with hospitality technology, Property Management Systems (PMS), IoT devices, or hardware integrations is considered an asset.

• Familiarity with software testing, incident management, or basic scripting is considered an asset.

Why we love working here:

• Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!

• Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.

• Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.

• Dynamic & Supportive Team: Join a high-achieving, collaborative team that supports growth, and celebrates success together.

• Hybrid Work: Enjoy the flexibility of hybrid work opportunities while staying connected with our team. 

• Winter Break: We have a reduced working schedule from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.

• We’re champions of diversity. Our diverse backgrounds, skills, and abilities make us stronger. We work hard to make Operto a place where everyone feels welcome, respected and supported. 

Operto is an equal-opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability status. We are committed to providing accommodations in all parts of the hiring process. Upon request, we will work with you to meet your needs.

We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.

Operto is managing recruitment for this position internally and is not accepting submissions or solicitations from recruitment agencies. We kindly ask agencies not to contact our hiring managers or People & Culture team regarding this opportunity.