Software Support Specialist - Tier 2 at Track (a TravelNet Solutions company)

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Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

70000.0

Posted On

15 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Troubleshooting, SQL, API integrations, OpenSearch, Jira, Zendesk, Payments systems, Distribution systems, Accounting systems, Problem-solving, Communication, Collaboration, Data analysis, Vacation rental industry knowledge

Industry

Hospitality

Description

Join TravelNet Solutions on our Track Team as a Software Support Specialist - Tier 2! At Track, we combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win. TNS is proud to be named an Inc. 5000 Fastest Growing Company in America and a People’s Choice Award winner, reflecting our commitment to innovation, service, and customer success. This role is perfect for someone who is: - A self-starter with tremendous initiative and a strong work ethic - An excellent communicator and collaborator across functional teams - Eager to make a high impact at a product-driven company - Adaptable, quick to embrace change, and a fast learner - Skilled in creative and critical thinking - Detail-oriented, even in a fast-paced environment - Passionate about technology and innovation About Track For over 21 years, Tracks has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner. Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. . Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers: - Serve Others: Nurturing growth to help others succeed - Grit: Taking ownership and never giving up on what matters most - Create the Future: Innovating to disrupt the status quo Why Join Us? - Be part of a fast-moving, dynamic team focused on growth and success. - Work alongside a talented, collaborative, and supportive team. - Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution. - Help reshape the hospitality industry through technology and service innovation. Perks and Benefits: - Full medical, dental, and vision coverage - Flexible Paid Time Off - Unlimited access to professional training and development - Health Savings Account with up to a $2,000 annual match - Up to $900 in annual Wellness Rewards - Flexible work environment - Free life insurance and long-term disability coverage - Flexible Spending Accounts - Retirement plan with employer match - $150 quarterly gift for personal use - Competitive wages - Work with an amazing team! ABOUT THE ROLE We are seeking a dynamic and experienced Software Support Specialist - Tier 2 to join our fast-paced team. In this role, you will provide advanced technical support and troubleshooting for our Vacation Rental software platform, focusing on payments, distribution, and accounting systems. You will work closely with engineering teams to escalate and resolve complex issues, ensuring a seamless experience for our customers. KEY RESPONSIBILITIES - Provide Tier 2 technical support for software issues related to payments, distribution, and accounting modules within the Vacation Rental domain. - Manage and prioritize escalations, collaborating with engineering and product teams to resolve complex problems efficiently. - Utilize tools such as Jira and Zendesk to track, document, and communicate issue status and resolutions. - Analyze and troubleshoot issues using SQL queries, API integrations, and OpenSearch to identify root causes. - Maintain clear and professional communication with customers and internal teams in a fast-paced environment. - Contribute to continuous improvement of support processes and knowledge base documentation. REQUIRED SKILLS & EXPERIENCE - Proven experience supporting software products in payments, distribution, or accounting systems. - Strong knowledge of SQL for data analysis and troubleshooting. - Experience working with APIs and integrating third-party services. - Familiarity with OpenSearch or similar search and analytics engines. - Proficient in using Jira and Zendesk for issue tracking and customer support. - Ability to work effectively in a dynamic, fast-paced environment. - Excellent problem-solving skills and attention to detail. - Experience in the Vacation Rental industry is a strong plus. - Strong communication skills and ability to collaborate with engineering and cross-functional teams. Diversity and Inclusion: We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply. Compensation: The expected starting base salary range for this role is $61,364-$70,000, plus eligibility for a 10% annual incentive tied to company performance. Final compensation will be determined based on factors such as relevant skills, experience, education, and geographic location

Responsibilities

Provide advanced Tier 2 technical support for payments, distribution, and accounting modules within the vacation rental software platform. Manage escalations and collaborate with engineering teams to resolve complex issues using tools like Jira, Zendesk, and SQL.