Advanced Support Specialist - BE & Connectivity

What Makes Us Unique

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.

How You'll Make an Impact:

As an Advanced Support Specialist – Booking Engine and Connectivity, you will be the go-to expert for complex support cases related to our Booking Engine, channel connectivity, and integrations. You’ll work closely with both customers and internal teams to resolve escalated issues, provide insights on best practices, and ensure our hotel partners can maximize their distribution capabilities across all platforms. Your work will directly influence customer satisfaction, product stability, and feature adoption, while your feedback will help shape the ongoing evolution of our tools and services.

You’ll also play a critical role in creating advanced training content, mentoring team members, and proactively identifying systemic issues. Your impact will be seen not only in resolution speed and quality, but also in developing scalable support processes and stronger customer confidence in our solutions.

Our Customer Support Team:

Join a dynamic, global, and fully remote team of 60+ passionate Customer Support professionals dedicated to delivering exceptional experiences across chat, email, and phone. We’re proud of our collaborative culture built on empathy, knowledge-sharing, and continuous improvement. You’ll work alongside support specialists, product experts, and engineers in a fast-paced, always-learning environment where your expertise helps elevate the whole team.

What You Bring to the Team:

• Own and resolve advanced customer issues related to the Cloudbeds Booking Engine, including crafting customizations with HTML, CSS, and Javascript, managing connectivity for platforms like Google Hotel Search and Google Analytics, and handling availability management.
• Collaborate with product and engineering teams to investigate bugs, provide technical documentation, and help prioritize fixes.
• Partner with Customer Support Agents to offer guidance and coaching on complex cases and workflows.
• Conduct outbound calls and screen shares for high-touch troubleshooting and support escalations.
• Analyze support trends to suggest product improvements, documentation updates, or process enhancements.
• Contribute to training resources, internal knowledge bases, and customer-facing help articles focused on distribution and connectivity.
• Participate in QA testing for new features and system updates impacting booking and channel connectivity.

What Sets You Up for Success:

• 2+ years of experience in hospitality technology, ideally working with booking engines, channel managers, or OTA integrations.
• Strong understanding in coding, particularly when it comes to crafting customizations using HTML, CSS, and Javascript.
• Strong understanding of hotel operations and online distribution (OTAs, metasearch, Google Analytics).
• Previous experience in customer service, technical support, or implementation in a SaaS environment.
• Fluent in both English and Spanish (written and spoken); additional languages such as Portuguese are a plus.
• Proven analytical and problem-solving skills, with the ability to translate technical issues into understandable terms.
• Comfortable working cross-functionally with technical and non-technical teams.
• Passion for helping others and a natural coaching mindset.
• Excellent written communication and documentation skills.
• Remote work experience and ability to thrive in a fast-paced, self-managed environment.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Learn more online at cloudbeds.com

Company Awards to Check Out!

• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace® Certified (2024)
• Top 10 People’s Choice(2024)
• Deloitte Technology Fast 500 (2024)

Discover our Benefits:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo)
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access provided to professional Therapy and Coaching
• Access to professional development, including manager training, upskilling and knowledge transfer.

Everyone is Welcome - A Culutre of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.