**Job Description Summary**
We are looking for a Technical support employee with a deep knowledge of the property management and vacation rental industry. You’ll be the primary point of contact for escalated integration issues, guiding clients through API behavior, OTA configurations, and cross-platform data syncs with confidence and clarity.
This is a highly visible, high-impact role with opportunities for growth across technical operations, product support, and client success.
**What You’ll Do (Functions & Responsibilities)**- Own and resolve complex integration support cases escalated from Tier 1 teams- Troubleshoot API and third-party connection issues (including channel management, payment processing, or custom integrations)- Collaborate with OTA partners to resolve syncing, mapping, or data formatting issues- Read and interpret API logs (XML/JSON), system logs, and payloads to determine root cause of failures or unexpected behavior- Lead client calls to explain root cause, recommended resolution, and next steps with professionalism and empathy- Write and maintain knowledge base articles to improve internal and external understanding of key integration topics- Participate in the development of support processes,



troubleshooting workflows, and documentation standards- Actively contribute to cross-functional projects with Product, Engineering, and Client Success teams- Surface common integration pain points and recommend enhancements or automation- Maintain detailed case documentation and follow-ups using CRM/ticketing platforms
**What We’re Looking For (Minimum qualifications)**
- 3+ years of experience in SaaS support, technical support, or API-based integrations
- 2+ years of experience in the vacation rental or property management industry
- Strong understanding of API concepts (e.g., endpoints, payloads, response codes) and ability to read API logs (JSON or XML)
- Proficient in tools like Postman, JIRA, Confluence, and CRM/ticketing platforms (e.g., Salesforce, Zendesk, Zoho)
- Excellent written and verbal communication skills — able to simplify technical issues for non-technical users
- Proven track record of taking ownership and driving complex issues to resolution
**Education Requirements**
Bachelor’s degree or comparable experience
**Type**
Full Time
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📌 Account Support (Hermosillo)
🏢 Inhabit Iq
📍 Hermosillo