Technical Support Specialist - Duetto Research

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.

What Makes Us Different?

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 Lo