Senior Technical Application and Onboarding Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of a specific Mews product area from the Specialist Hub.

• Assist with intricate implementations that involve configuration, integrations, APIs, and unique requirements.

• Serve as the technical escalation point for any issues hindering go-live.

• Provide third-tier support to Onboarding Managers and Customer Success teams regarding configuration, troubleshooting, and edge cases.

• Guide Customer Success Managers on the feasibility of new leads.

• Manage performance metrics, including CSAT, time to resolution, repeat question rate, and deflection rate.

• Act promptly when timelines, SLAs, or onboarding health are jeopardized.

• Oversee and update knowledge base content for the product area.

• Utilize AI to enhance the creation, maintenance, and validation of knowledge-base content.

• Collaborate with Product and R&D on technical escalations, recurring onboarding challenges, and product feedback.

• Contribute to product testing, blitz testing, hackathons, and strategic initiatives.

• Relay customer insights back to product development.

⛳️ Requirements

• Minimum of 3 years in technical applications, implementation, onboarding, or technical support within a SaaS environment.

• Demonstrated experience in supporting complex implementations and managing multiple priorities autonomously.

• Proficient in hands-on troubleshooting across software configuration, integrations, and APIs.

• Capable of translating customers' technical requirements into viable implementation strategies.

• Possess an analytical, metrics-driven approach for identifying risks and taking proactive measures.

• Project management skills to ensure multiple implementations progress simultaneously.

• Experience in building or refining processes.

• Excellent communication skills with both technical and non-technical audiences.

• AI Fluency Level 3 or equivalent practical experience in redesigning workflows using AI and verifying its outcomes.

• Familiarity with Salesforce, Jira, and Confluence.

• Experience in hospitality technology or with PMS, payments, or distribution systems.

• Bachelor's degree in a relevant field or equivalent practical experience (preferred).

🏝️ Benefits

• Unlimited paid holiday.

• Opportunity to participate in the company share program.

• Paid parental leave: 6 months fully paid for primary caregivers and 2 months for secondary caregivers, available after one year of service.

• Annual Learning budget of €300, with additional funds for high performers.

• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself.

• Work from anywhere policy with flexibility to work abroad for a few weeks each year.

• Relocation options available after one year.

• Flexible, hybrid working arrangements.

• Budget for home office setup.

• Monthly allowance for work-from-home expenses.

• Claude tokens for enhancing workflow automation and productivity.

• Local benefits that vary by location, including healthcare and retirement plans, team events, socials, and other perks.