Senior Technical Application and Onboarding Specialist

About the Role

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

Responsibilities

• Own one Mews product area end to end from the Specialist Hub, including the hardest technical implementations, escalations, and operational health.
• Support complex implementations for your product area, including configuration, integrations, APIs, and non-standard requirements.
• Act as third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting, and edge cases.
• Own the performance metrics for your area (CSAT, time to resolution, repeat question rate, deflection rate).
• Maintain the knowledge base content for your product area and use AI to redesign how it gets written and kept current.
• Work with Product and R&D on technical escalations, recurring onboarding problems, and product feedback.

Requirements

• 3+ years in technical applications, implementation, onboarding, or technical support in a SaaS environment.
• Hands-on troubleshooting across software configuration, integrations, and APIs.
• An analytical, metrics-led approach to spotting risk early and taking action on it.
• Experience building or improving processes and clear communication with both technical and non-technical audiences.
• AI Fluency Level 3 or equivalent hands-on experience.

Nice to Have

• Working knowledge of Salesforce, Jira, and Confluence.
• Experience in hospitality technology or with PMS, payments, or distribution systems.
• A bachelor's degree in a relevant field or equivalent practical experience.