Technical Support Specialist

Technical Support Specialist

Hotel technology is complex — integrations, data flows, pricing logic, and the real-time demands of a live revenue management platform all create technical challenges that require genuine analytical depth to resolve. As Technical Support Specialist at Duetto, you'll own cases end-to-end: investigating data discrepancies, diagnosing integration issues, identifying software defects, and building the knowledge base that helps customers and colleagues resolve issues faster. It's a role that rewards curiosity, critical thinking, and a genuine understanding of how hotels operate — and it sits at the heart of the customer experience we deliver every day.

Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.

What You'll Be Doing

• You'll own cases from initial contact through to resolution — investigating a wide range of product inquiries including data discrepancies, integrations, and user interface behaviours, applying critical thinking to diagnose root causes rather than just treating symptoms.
• You'll actively create and update knowledge base articles using the KCS methodology — going beyond consuming existing articles to building the shared knowledge that enables customer self-service and raises the capability of the whole support team.
• You'll participate in real-time collaborative swarming sessions to collectively troubleshoot complex or unfamiliar issues with teammates, contributing your expertise and learning from others in a culture of shared problem-solving.
• You'll identify and validate software defects versus user errors — accurately documenting findings with reproduction steps and escalating confirmed defects to the R&D team with the detail needed to drive resolution.
• You'll consistently meet expectations for response times and customer satisfaction across a steady caseload, maintaining operational excellence across Duetto's full product suite.
• You'll use internal tools, logs, and data analysis to investigate complex technical issues — leveraging tools like Excel, XML, and APIs where needed to get to the bottom of data-related problems.

What We're Looking For

You may be a good fit if you have:

• 2+ years of experience in the hospitality industry or hospitality technology space
• Prior experience in technical support, including familiarity with ticketing and case management systems and data analysis
• Strong critical thinking skills — you diagnose root causes, not just symptoms
• Excellent written and verbal communication skills in English
• The ability to work effectively in a fully remote environment, staying connected and productive across distributed collaboration tools
• Flexibility to adjust shifts +/- 2 hours for monthly shift rotations and participate in a limited holiday coverage rotation

Strong candidates may also have:

• Prior hotel operations or revenue management exposure
• Proficiency in an additional language — particularly relevant for APAC market coverage
• Comfort using tools like Excel, XML, or APIs to investigate data-related issues

Why Duetto?

• Genuine case ownership. This isn't a first-line triage role — you'll own cases end-to-end, apply real analytical depth, and see problems through to resolution rather than passing them along.
• A knowledge-building culture. Duetto uses KCS methodology, which means your contributions to the knowledge base are valued and visible — you'll be making the whole team smarter, not just closing tickets.
• AI is how we work. Duetto is an AI-first organisation — even in technical support, we're investing in tools and workflows that help the team investigate faster, resolve more accurately, and spend less time on repetitive groundwork.
• A product worth supporting. The #1 RMS in hospitality tech, used by hotel groups and casinos worldwide — the technical complexity is real, the domain is interesting, and the customers care deeply about the platform working well.

The Details

• Location: Singapore (Remote)
• Department: Customer Success & Experience
• Reports to: Manager, Technical Support
• Shift flexibility: +/- 2 hours monthly rotation; limited holiday coverage required

Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Sound like you?

You don't need to have worked in hotel tech specifically. If you have a hospitality background, strong analytical instincts, and the drive to own technical problems end-to-end in a fully remote environment — we'd love to hear from you.