Technical Support Specialist

Actively Reviewing the Applications

MS Shift, Inc.

On-site 1–1 LPA

Posted 2 days ago • Apply by June 14, 2026

Job Description

MS Shift is a fast-growing enterprise SaaS platform powering security and operations for global hospitality brands. We are seeking a Tech Support Specialist to provide first-level and second-level support to our global hotel clients. This role will troubleshoot technical issues, assist with system configurations, and work closely with development and QA teams to ensure smooth operation of the MS Shift platform. You will interact directly with hotel security teams, operations managers, and IT departments to resolve technical issues and maintain high client satisfaction.

Key Responsibilities

Customer Technical Support

Provide Level 1 & Level 2 technical support via email, ticketing system, and remote sessions
Troubleshoot issues related to the MS Shift platform, including user access, system configuration, and data synchronization
Assist hotel teams with system setup, onboarding, and troubleshooting

Issue Resolution

Diagnose software issues and determine root cause
Escalate complex issues to development or engineering teams
Track and document incidents and solutions in the ticketing system

Client Communication

Provide clear and professional updates to clients regarding issue status
Work with Directors of Security and IT teams at major hotel brands
Ensure strong customer satisfaction and timely resolution

Internal Collaboration

Work closely with Development and QA teams to identify bugs and product improvements
Participate in product testing and feedback for new releases

Qualifications

Required

2–5 years experience in Technical Support or Help Desk
Bachelor’s Degree (BSc) in Computer Science, Information Technology, or related field
Experience supporting SaaS platforms
Strong troubleshooting and problem-solving skills
Experience with:
Windows environments
Web-based applications
Mobile applications
Excellent communication skills

Preferred