Platform Technical Support (Hospitality SaaS) - LatAm

Names the Caribbean
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✓ Screened eligible

Why you can actually get this job

The posting explicitly lists Jamaica, Trinidad and Tobago, Barbados, Guyana, and Bahamas among 41 allowed countries across LatAm and the Caribbean. The role is fully remote with no in-office requirement, requires only English proficiency, and the stated UTC offsets (-8 to -2) include UTC-5. No visa sponsorship, clearance, or licensure is required.

“Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados +39 more” Geographic scope — Caribbean named explicitly; included subject to G3 (which passed above).
“bermuda; bonaire, sint eustatius and saba; cayman islands; falkland islands (malvinas); south georgia and the south sandwich islands” Geographic scope — Structured location list contains unrecognisable entries — templated artifact, not trusted as scope.
“Source-provided allowed countries: Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bonaire, Sint Eustatius and Saba, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), Grenada, Guatemala, Guyana, Haiti, Honduras, Jamaica, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, South Georgia and the South Sandwich Islands, Suriname, Trinidad and Tobago, Turks and Caicos Islands, Uruguay, Venezuela, Virgin Islands, British, Virgin Islands, U.S.” Geographic scope — The list explicitly names Jamaica, Trinidad and Tobago, Barbados, Guyana, Bahamas, and all key anglophone Caribbean territories.
“Communication Skills: Exceptional verbal and written communication in English.” Language — English only is required; no other language is mandated or required.
“Source-provided allowed UTC offsets: -8, -7, -6, -5, -4, -3, -2” Timezone — UTC-5 (Jamaica standard time) is included in the allowed range; no specific overlap window mandated.

About the role

Hapi is hiring a Platform Technical Support Specialist to provide client and internal support for our Hospitality B2B SaaS platforms and products. This role includes communication with clients, reviewing error logs, managing support cases, and troubleshooting errors. Successful candidates should be excellent at troubleshooting software issues, understanding how systems work, and collaborating with internal teams to resolve complex problems.

This role is open for LatAm and fully remote . We are hiring a candidate with 7 days a week availability.

Key Responsibilities

  • Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
  • Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
  • Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
  • Document all customer interactions and issue resolutions clearly and concisely.
  • Develop and maintain a deep understanding of our software's features, functions, and best practices.
  • Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
  • Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Qualifications

Required

  • At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
  • Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
  • Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
  • Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
  • Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
  • Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
  • Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.

Highly Desirable

  • Experience with hospitality technology, including property management systems and interfaces.
  • Strong familiarity with AWS CloudWatch
  • Familiarity with RESTful APIs, JSON documents, and tools like Postman.
  • Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
  • Prior experience working for a B2B SaaS company.
  • Background in hospitality combined with hands-on experience supporting technology users.

Why Join Hapi

  • Be part of a fast-growing company shaping the future of hospitality technology connectivity.
  • Work on meaningful, high-visibility marketing initiatives that directly impact growth.
  • Collaborate with an experienced, strategic marketing team.
  • Opportunity to take ownership of design and help scale a global brand presence.

Originally posted on Himalayas

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Opens the original posting, where you apply.

At a glance

  • EmploymentNot stated in posting
  • Hiring scopeJamaica, Trinidad and Tobago, Barbados, Guyana, Bahamas, Belize, Antigua and Barbuda, Dominica, Grenada, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Anguilla, Montserrat, Turks and Caicos Islands, Cayman Islands, Bermuda, British Virgin Islands, Aruba, Bonaire, Sint Eustatius and Saba
  • SalaryNot disclosed
  • Posted1mo ago

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