一级技术支持代理（会西班牙语和英语）
L1 Technical Support Agent (Spanish and English Speaking)
关于公司
回想一下你最近一次酒店住宿。你是否通过手机完成入住，跳过了前台排队？是否通过消息联系员工多要一个枕头？是否通过手机一点就订了夜宵？那么你很可能在现实中接触过Canary。
Canary Technologies是领先的代理型AI平台，专注于酒店和客户管理，为全球125多个国家的20,000多家酒店提供数字基础设施。世界知名的酒店品牌，包括万豪国际、四季酒店和温德姆酒店集团，与我们合作以提高收入、优化运营并提升客户体验。
我们在酒店行业部署了最大规模的自主AI系统，打造重新定义客户与酒店互动方式的技术。这使我们成为全球最获资金支持的酒店科技公司之一，至今已筹集近2亿美元。
Canary被列为2024和2025年德勤科技Fast 500™企业、Inc. 5000最快成长公司，并在2026年酒店科技奖中斩获多项大奖，包括最佳工作场所、最佳客户体验平台以及酒店业者选择奖。我们正在扩大团队，以更快的速度将创新变为现实。
我们发展迅速，正在寻找对工作充满热情、希望与我们共同成长并逐步承担更多责任的人才。我们同样重视严谨和速度：高标准、快节奏、真正的责任感。如果你正在寻找这样的环境，这里就是你的选择。
加入我们吧！让我们一起塑造酒店业的未来。
职位简介
技术客户支持专员是Canary客户的首要支持人员。该职位需要快速、准确、温暖且有强跟进能力地处理日常产品问题和标准技术问题。L1专员需要建立牢固的产品基础，遵循文档化的工作流程，清晰沟通，并为在时间敏感环境中运作的酒店团队提供低负担的支持体验。
该职位要求具备西班牙语的母语或双语水平。还需能够在北美大陆的时区（太平洋时间、山区时间、中部时间、东部时间）或欧洲时区（中欧时间）内工作标准商务时间（上午9点至下午6点）。
你将负责
产品与技术专长：使用Canary文档、账户上下文、内部工具和批准的工作流程回答标准产品问题。
解决问题与故障排除：解决常见的技术问题，保持好奇心，主动寻求解决方案。
查看英文原文
About Us
Think about your last hotel stay. Did you skip the front desk line with mobile check-in? Message the staff for extra pillows? Order a late-night snack with a tap on your phone? Then you’ve likely run into Canary in the wild.
Canary Technologies is the leading agentic AI platform for hotel and guest management, powering the digital infrastructure for more than 20,000 hotels in 125+ countries. The world's most renowned hospitality brands, including Marriott International, Four Seasons and Wyndham Hotels & Resorts, partner with us to increase revenue, improve operations and elevate the guest experience.
We’ve executed the largest deployment of autonomous AI systems in hospitality, building technology that fundamentally redefines how guests and hotels interact. It’s made us one of the top-funded hotel technology companies in the world, with nearly $200M raised to date.
Canary has been recognized as a 2024 and 2025 Deloitte Technology Fast 500™ company, Inc. 5000 fastest-growing company, and swept the 2026 HotelTechAwards, including Best Place to Work, #1 Guest Experience Platform, and the Hotelier’s Choice Award. We’re scaling our team to bring innovation to life faster than ever.
We're growing quickly, and we're looking for people who are passionate about their work, want to grow with us and are ready to take on more responsibility along the way. We value rigor and velocity in equal measure: high standards, fast pace, real ownership. If that's the environment you're looking for, this is the place for you.
Come join us! Let’s shape the future of hospitality together.
About the Role
Technical Customer Support Agents are the first line of support for Canary customers. This role handles everyday product questions and standard technical issues with speed, accuracy, warmth, and strong follow-through. L1 Agents build strong product foundations, follow documented workflows, communicate clearly, and create a low-effort support experience for hotel teams operating in time-sensitive environments.
This role requires native or bilingual proficiency in Spanish. Must also be able to work standard business hours (9am-6pm) in either a mainland US time zone (PT, MT, CT, ET) or European time zone (Central European Time).
What You’ll Do
Product & Technical Expertise: Answer standard product questions using Canary documentation, account context, internal tools, and approved workflows.
Problem Solving & Troubleshooting: Troubleshoot common technical issues with curiosity and evidence before escalating.
Communication: Respond to customers with clear, warm, and actionable communication that reduces unnecessary back-and-forth.
Operational Execution: Maintain strong ticket hygiene, internal notes, queue awareness, SLA awareness, and follow-through.
Continuous Improvement: Apply coaching and feedback to improve product knowledge, troubleshooting, communication, and execution; use approved AI tools responsibly to work faster and improve quality while checking output before using it.
Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday
What We’re Looking For
Professional working proficiency in English and Spanish, including the ability to communicate technical/product concepts clearly in both languages.
Experience supporting customers by phone, in addition to email and chat.
Experience in customer service, technical support, hospitality, SaaS, or another customer-facing role.
Clear written and verbal communication skills with the ability to explain steps simply to non-technical users.
Curiosity and willingness to investigate before escalating.
Strong follow-through, attention to detail, and ability to manage multiple tickets or tasks accurately.
Coachable, collaborative, adaptable, and open to feedback.
Flexibility to shift schedule from a US time zone to European time zone (or vice versa) if coverage needs shift is a strong plus.
Experience with Zendesk, SaaS tools, hospitality technology, or property management systems (preferred).
Familiarity with AI tools and ability to use them responsibly while maintaining quality (preferred).
Perks & Benefits
We work hard to make Canary a fun, rewarding, and high-energy place to work. Here’s how we take care of our flock:
Time Off
Unlimited PTO: Take the time you need to truly rest and recharge.
Holidays + Canary Days: Standard holidays plus monthly company-wide days off for a guaranteed long weekend.
Birthday Holiday: A dedicated day off to celebrate you!
Travel & Office Flexibility
Office Exchange: A travel stipend to visit the team in person at our SF, NY, or Dallas hubs.
Canary Hotel Experience: Staying at a Canary hotel? We’ve got you covered with a credit toward your stay.
Preferred Hotels Discount: Enjoy a minimum 30% off the best available rate at select partner hotels globally.
Growth & Community
Self Improvement Club: A monthly budget to help you smash your personal goals.
Professional Development: Level up your career with a dedicated learning stipend to fuel your skills and cross-functional connection.
Referral Program: Help us grow the flock and score a cash bonus for successful hires.
Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.