About the Team

The Technical Support Engineering team at SevenRooms partners with teams across Product, Engineering, and Customer Success to resolve complex technical issues and ensure an exceptional client experience. We work at the intersection of technology and service, helping clients troubleshoot issues, implement solutions, and maximize the value of our platform. Our team is made up of curious problem-solvers with strong technical skills and a passion for hospitality.

About the Role

In this role, you’ll lead a team of Technical Support Engineers focused on resolving advanced product and integration issues. You’ll oversee daily operations, manage escalated cases, and collaborate cross-functionally to deliver high-quality support. You’ll also play a key role in coaching your team, scaling our processes, and improving our internal documentation.

You’re excited about this opportunity because you will… Manage and Develop a High-Performing Team. Lead, coach, and support Technical Support Engineers, helping them grow their technical skills and deliver high-quality client support. Oversee Technical Support Operations. Monitor team workload and performance, ensure SLAs are met, and support daily management of technical cases and escalations. Drive Cross-Functional Collaboration. Work with Product, Engineering, and Customer Success to resolve complex product issues, inform the product roadmap, and improve internal processes. Enhance Documentation and Knowledge Sharing. Contribute to and maintain internal knowledge bases and support documentation to ensure consistency and scalability. Support Complex Technical Troubleshooting. Act as an escalation point for Tier 2 support cases involving APIs, JavaScript, JSON, and other web technologies. We’re excited about you because… You have 4–6 years of experience in technical support or engineering roles, ideally within a B2B SaaS environment You have prior experience managing or mentoring a technical team, with a focus on coaching and developing others You bring a strong understanding of a backend programming language (Python a plus!), JavaScript, and have experience working with APIs, and modern web technologies You’re an excellent communicator, with the ability to explain complex concepts clearly to both technical and non-technical stakeholders You’re customer-obsessed, process-oriented, and excited to build a high-functioning support organization

 

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