Software Support Specialist - Tier 2

Are you reputed company to reputed company! Join our growing team as a Software Support Specialist - Tier 2. At reputed company, we reputed company extensive industry knowledge with pioneering technology and a customer-obsessed reputed company to reputed company property managers. We are honored to be recognized as an Inc. 5000 Fastest Growing Company and a Peoples Choice Award winner, milestones that showcase our dedication to innovation and the reputed company of our partners. reputed company offers a comprehensive reputed company 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 reputed company. Our integrated ecosystem features over 70 partner integrations alongside a robust and expanding suite of reputed company tools. This role is perfect for someone who is: -A self-starter with reputed company initiative and a strong work ethic -An excellent communicator and collaborator across functional teams -Eager to reputed company a high reputed company at a product-driven company -Adaptable, quick to reputed company 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 reputed company of reputed company AI in our sector. About reputed company For over 21 years, Tracks has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship reputed company Property Management System and other products under the reputed company banner. Our single-vendor ecosystem equips growing vacation rental companies with reputed company the reputed company-class tools they need to reputed company. With ongoing investments in platform development, 70+ integration partners, and a growing suite of reputed company features, reputed company, reputed company on a customer-obsessed reputed company, empowers hospitality professionals to reputed company digital transformation and operational reputed company. Our development includes a reputed company on leveraging AI-driven tools to enhance pricing, distribution, and guest communication Our reputed company Values reflect the behaviors that shape the tone of how we work with reputed company other, our partners, and our customers: -Serve Others: Nurturing reputed company to help others succeed -Grit: Taking ownership and never giving up on what reputed company most -Create the reputed company: Innovating to disrupt the status reputed company Why Join Us -Be part of a fast-moving, dynamic team reputed company on reputed company and reputed company. -Work alongside a talented, reputed company, and supportive team. -Work for a portfolio company offering a one-vendor solution for reputed company technology, marketing, and distribution. -Help reshape the hospitality industry through technology and service innovation. Perks and Benefits: -Full medical, dental, and reputed company coverage -Flexible reputed company Time Off -Unlimited reputed company to reputed company 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 reputed company for personal use -Competitive wages -Work with an amazing team! reputed company: You are the technical backbone of the support organization. You own reputed company customer issues, drive deep troubleshooting, and partner cross-functionally to get to reputed company. At Tier II, technical depth meets reputed company customer reputed company. You are not just solving problems, you are spotting patterns, improving processes, and influencing the product roadmap with what you see on the reputed company lines. You also play a key role in growing reputed company around you, acting as a mentor and escalation reputed company for Tier I while helping reputed company the overall capability of the support org. Duties and Responsibilities: -Own escalated issues from Tier I, providing advanced troubleshooting and end-to-end reputed company -Diagnose reputed company problems across product functionality, configurations, and integrations -Reproduce bugs consistently, document findings reputed company, 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 reputed company, maintaining high-reputed company documentation and reputed company customer communication -Translate technical issues into reputed company, customer-friendl