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Sydney, New South Wales, Australia
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support / Integrations Manager based in Australia.
Join a fast-growing B2B SaaS environment focused on helping independent hotels improve pricing and revenue performance.
In this role, you will sit at the intersection of technology, integrations, technical support, and customer success.
You will act as a key bridge between customers, technology teams, and external hotel technology partners.
Your expertise will help resolve API and integration challenges while ensuring smooth onboarding, piloting, and launches.
You will also strengthen integration quality and create documentation that enables customers and colleagues to solve issues efficiently.
The role combines technical problem-solving with strong customer and partner relationships in an international, remote-first team.
This is a 6-month contract offering the opportunity to make a tangible impact within a collaborative and rapidly evolving SaaS business.
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.
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.
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.
