Technical Support / Integrations Manager

Accountabilities

• • Act as the primary connection between technical teams and end customers, coordinating the resolution of integration, API, and technical support issues.

  • Manage relationships with technical partners, including Property Management Systems and Channel Managers, throughout onboarding, pilot, and launch phases.

  • Coordinate technical troubleshooting and ensure issues are progressed efficiently through the appropriate internal and external teams.

  • Provide professional, customer-focused technical support while maintaining a strong sense of urgency around time-sensitive issues.

  • Develop and maintain clear technical documentation covering integrations, common issues, troubleshooting steps, and solutions.

  • Create documentation that enables customers and internal teams to resolve first-level support queries independently.

  • Maintain high integration quality standards and help ensure reliable connectivity across technology partners.

  • Work with ticketing and support systems to track issues, priorities, progress, and resolutions.

  • Investigate technical information including API responses, JSON and XML data, and log files to identify and communicate the root causes of issues.

  • Translate technical findings into clear, actionable explanations for customers and partners with varying levels of technical expertise.

  • Support continuous improvement of integration processes, documentation, and technical support workflows.

  • Contribute to successful delivery of integration projects while maintaining strong communication across customers, partners, and internal teams.

  Requirements

  • Previous professional experience in integrations, technical support, technical account management, or a similar role, ideally within the hotel technology or B2B SaaS industry.

  • Familiarity with hotel operations and key hospitality performance indicators.

  • Experience working with hotel technology solutions such as Property Management Systems (PMS) or Channel Managers.

  • Basic understanding of APIs, particularly REST APIs, and data formats including JSON and OTA XML.

  • Ability to read and interpret JSON/XML logs and communicate technical information effectively to partners and customers.

  • Familiarity with ticketing or CRM systems such as HubSpot.

  • Understanding of reservations data and hospitality metrics such as Revenue, Occupancy, ADR, and RevPAR is advantageous.

  • Hands-on familiarity with Postman or similar technical tools is a plus.

  • Experience creating technical documentation covering issue types, troubleshooting processes, and solutions is desirable.

  • Educational background in Hotel Management, IT, Business, or a related discipline is advantageous.

  • Strong customer-focused mindset and commitment to delivering high-quality support experiences.

  • Strong sense of urgency, persistence, accountability, and commitment to meeting deadlines.

  • Exceptional attention to detail and ability to work independently with minimal supervision.

  • Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.

  • Collaborative team player with a high level of ownership and a proactive approach to driving work through to completion.

  • C2-level proficiency in English.

  • Ability to work within the Australian time zone to support effective collaboration with the wider team.

  Benefits

  • 6-month full-time contract opportunity.

  • Remote-first working model from Australia.

  • Flexible working hours designed to support work-life balance.

  • Opportunity to work in an international and diverse SaaS environment.

  • Collaboration with customers and technology partners across global markets.

  • Opportunities for professional and personal development.

  • Up to three additional days off per year dedicated to personal and professional growth.

  • Annual global team gathering for networking, collaboration, and team building.

  • Opportunities to co-work from offices in Mannheim, Berlin, or Sydney when desired.

  • Additional vacation benefit after five years of service, including five bonus vacation weeks.

  • Birthday day off.

  • Access to Headspace for mental wellbeing and meditation.

  • Access to BetterHelp for professional online therapy and counselling support.

  • Collaborative culture centered on transparency, respect, ownership, and meaningful impact.