Duetto Research - Technical Support Specialist
Requirements
• 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
Responsibilities
• 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.
Benefits
• 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. • Genuine case ownership. • 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. • A knowledge-building culture. • 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. • AI is how we work. • 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. • A product worth supporting. • The Details • Location: Singapore (Remote) • Department: Customer Success & Experience • Reports to: Manager, Technical Support • Shift flexibility: +/- 2 hours monthly rotation; limited holiday coverage required
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