Technical Support Specialist

About the Role

This role is ideal for someone who thrives on building meaningful connections and helping customers solve problems through a high-quality, hands-on support experience. Based in Denver, provide timely, effective technical support to our clients, ensuring they can confidently use our platform day in and day out.

As a front-line member of our support team, you’ll deliver a white-glove experience from the moment an issue arises through to resolution. You’ll partner cross-functionally with Sales, Onboarding, and Account Management to ensure customer needs are understood and addressed quickly and thoughtfully. Whether responding to inquiries, troubleshooting issues, or providing on-the-ground assistance, you’ll play a critical role in building trust and keeping our customers running smoothly.

We’re looking for a proactive, detail-oriented problem solver who takes initiative and ownership. You’re a strong communicator, a natural helper, and someone who enjoys digging into technical challenges while keeping the customer experience front and center.

What you will do 

• Serve as the first point of contact for customer inquiries, delivering timely, thoughtful, and high-quality responses.
• Troubleshoot and resolve technical issues within the software, finding new and innovative solutions and guiding customers step-by-step 
• Provide virtual and on-the-ground, in-person support for Hawaii-based clients when needed
• Collaborate with other teams to ensure customer inquiries are addressed holistically and proactively.
• Escalate complex software issues to Engineering teams, clearly contextualizing and documenting technical situations
• Document and maintain accurate records of customer interactions, issues, and resolutions to contribute to help resources and continual team growth
• Share insights into trends around client performance & questions, helping to improve product performance and customer experience.
• Contribute to help center content and internal documentation to empower customers and streamline support.

What we are looking for

• 1–3 years of experience in a customer support and/or technical support role
• A strong customer-first mindset with a passion for delivering responsive, high-quality, white-glove support experiences.
• Clear and confident communication skills, with the ability to explain technical concepts in an approachable way.
• A proactive, go-getter attitude with strong ownership and growth mindset—someone who takes initiative to troubleshoot, follow through, and see issues through to resolution.
• Solid problem-solving skills and comfort navigating technical systems, with the ability to quickly learn new tools and platforms.

When you join our team, you’re stepping into a culture built on momentum, ownership, and clarity of purpose. We move decisively, think boldly, and stay deeply connected to our customers and the people behind the work. Across all our brands, we believe meaningful impact comes from empowered teams, aligned priorities, and unwavering commitment.

Here’s what you can expect:

• High trust, real impact: You’ll have the autonomy and expectation to lead with ownership, tackle problems end-to-end, and make decisions that move the business forward in meaningful ways.
• Curiosity with discipline: We value asking sharp questions, challenging assumptions, and exploring smarter ways to work. We don’t just get things done, but to get them done right for our customers.
• One team, all in: Collaboration beats ego, wins are shared, and we rally together when the work gets tough.
• Space to grow: You’ll be supported and stretched, taking on challenges that build capability, sharpen judgment, and accelerate your growth as a leader and problem-solver.
• Progress with purpose: We move fast, stay focused on what truly matters, and prioritise long-term impact over quick fixes.

You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.

We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.

This role classified hourly non-exempt with an hourly range of $26.44-$28.85.