Software Support Specialist - Tier 2

Are you ready to Level Up! Join our growing team as a Software Support Specialist - Tier 2. At Track, we merge extensive industry knowledge with pioneering technology and a customer-obsessed mindset to empower property managers. We are honored to be recognized as an Inc. 5000 Fastest Growing Company and a People’s Choice Award winner, milestones that showcase our dedication to innovation and the success of our partners. Track offers a comprehensive SaaS and Service Operating Platform tailored for the vacation rental sector. For more than two decades, we have supported hospitality professionals in achieving digital transformation and operational excellence. Our integrated ecosystem features over 70 partner integrations alongside a robust and expanding suite of native tools. 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, particularly the future of applied AI in our sector. 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 development includes a focus on leveraging AI-driven tools to enhance pricing, distribution, and guest communication 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! Summary: You are the technical backbone of the support organization. You own complex customer issues, drive deep troubleshooting, and partner cross-functionally to get to resolution. At Tier II, technical depth meets real customer impact. You are not just solving problems, you are spotting patterns, improving processes, and influencing the product roadmap with what you see on the front lines. You also play a key role in growing the team around you, acting as a mentor and escalation point for Tier I while helping raise the overall capability of the support org. Duties and Responsibilities: -Own escalated issues from Tier I, providing advanced troubleshooting and end-to-end resolution -Diagnose complex problems across product functionality, configurations, and integrations -Reproduce bugs consistently, document findings clearly, and drive escalations to Product and Engineering -Partner with Product and Engineering teams to prioritize and resolve defects, ensuring visibility and follow-through -Serve as a Subject Matter Expert (SME) for specific areas of the product, becoming the go-to resource for those domains -Manage and drive escalated tickets to resolution, maintaining high-quality documentation and clear customer communication -Translate technical issues into clear, customer-friendly explanations and updates -Identify trends and recurring issues, surfacing insights to improve product, workflows, and customer experience -Create and maintain internal documentation, playbooks, and troubleshooting guides to improve team efficiency -Mentor Tier I team members, providing guidance on troubleshooting, ticket quality, and customer communication -Support onboarding and ongoing development of Tier I through shadowing, coaching, and knowledge sharing -Continuously expand technical knowledge of the platform, integrations, and systems Required Experience: -2–4 years of experience in technical support, including experience operating at a Tier II level within a SaaS or technology-driven environment -Advanced troubleshooting skills with the ability to break down complex problems and drive resolution -Experience reproducing bugs, documenting issues, and working with Product/Engineering on escalations -Ability to think critically, ask the right questions, and connect symptoms to root causes -Strong written and verbal communication skills, especially when translating technical concepts for customers -1+ year of experience working with APIs, integrations, or system configurations preferred -Ability to manage multiple escalations while maintaining quality and urgency -Proven ability to mentor or support the development of other team members -Ownership mindset with a focus on outcomes, not just handoffs -Comfort using AI tools (ChatGPT, Claude, Copilot, etc.) to accelerate research, draft documentation, or assist with troubleshooting workflows -Ability to evaluate AI-generated output critically and know when to escalate vs. when to rely on it Preferred Qualifications: -Experience troubleshooting short-term rental platforms, property management systems (PMS), or hospitality technology preferred -Familiarity with channel managers, OTA integrations (Airbnb, VRBO, Booking.com), or rate/availability management tools -Working knowledge of web technologies including HTML, CSS, browser developer tools, DNS, SSL certificates, and hosting concepts -Experience diagnosing website or platform performance issues, including integration conflicts and configuration errors Growth & Impact: Tier II is a high-impact role within the organization. Success here leads to opportunities to grow into: -Tier III / Advanced Technical Support -Product or Engineering-adjacent roles -Support leadership This role is expected to influence not just individual tickets, but how support operates at scale. 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 $25.96–$31.25 per hour, 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