Hotel Software Support Technician (PMS Cloud)

Hotel Software Support Technician (PMS Cloud) Overview

Requirements

What we're looking for

• Experience in technical support or customer service in SaaS or enterprise software environments.
• Knowledge of the hotel sector: reservations, check-in/check-out, rates, billing, channel manager, and PMS operations.
• Ability to investigate incidents in depth, identify root causes, and propose effective solutions.
• An organized and autonomous person, capable of managing their own priorities.
• Curiosity to understand how systems work and motivation to acquire new technical and functional knowledge.
• Familiarity with ticketing tools and cloud environments.
• Vocational training, university studies, or experience in Tourism, Hotel Management, Customer Service, or related areas. We especially value an interest in technology, computing, and continuous learning of new tools and systems.
• Good written and oral communication skills, active listening, and customer orientation.
• Fluent Spanish and medium-high English, especially written. French is positively valued.
• Availability for weekend shifts depending on the season.

Nice to have

• Previous experience with PMS, especially Ulyses Cloud, UNICAMP.
• Positive attitude, orientation toward teamwork, and a good ability to build relationships of trust with clients and colleagues.
• Complementary training in cloud systems, SaaS, or hotel management.
• Experience creating support documentation: manuals, FAQs, and procedures.

Pay & benefits

What you'll get

• Permanent contract and a stable project in a growing technology company.
• Specific training in the Ulyses Cloud PMS and in our support procedures.
• Real career plan — evolution to Senior Support Technician or PMS functional specialist, and internal mobility within Septeo.
• Collaborative environment oriented toward the client, with support from your first day.

The role

? What will your mission be?

We are looking for a curious, decisive person with initiative, who enjoys investigating incidents, continuous learning, and helping and accompanying the client until the best possible solution is found. Someone who works with autonomy, responsibility, and a positive attitude.

What you'll do

• Resolve incidents and inquiries via ticketing, telephone, and email, with a clear and customer-oriented response.
• Provide functional support for the PMS — reservations, check-in/check-out, rates, availability, and associated tools.
• Follow up on tickets until their resolution, keeping the client informed and documenting every intervention.
• Escalate incidents to technical teams when necessary, ensuring correct traceability.
• Create and update documentation — manuals, FAQs, and procedures — by detecting opportunities for improvement.
• Perform basic technical maintenance tasks for the system and functional checks.
• Participate in rotating shifts, including weekends and holidays, to ensure service coverage.

Visa sponsorship: check with employer