Senior Technical Application and Onboarding Specialist

Mews

. Own one Mews product area end to end from the Specialist Hub .

Posted 11/4/2026full-timeRemote • United StatesSenior💰 $105,500 - $136,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex implementations and technical support within a SaaS environment, with a strong focus on performance metrics and customer insights. Proficient in troubleshooting software configurations and integrations while effectively communicating with diverse audiences.

Highest-signal resume keywords

Technical Support ExperienceComplex Implementations ManagementAI Fluency Level 3Salesforce KnowledgeProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSoftware ConfigurationIntegrationsAPIsPerformance MetricsAnalytical SkillsProcess ImprovementImplementation Approach

Soft Skills

Clear CommunicationIndependent ManagementAnalytical Approach

Tools & Technologies

SalesforceJiraConfluence

Industry Keywords

SaaSHospitality TechnologyPMSPaymentsDistribution Systems

About the role

Key responsibilities & impact

Own one Mews product area end to end from the Specialist Hub
Support complex implementations involving configuration, integrations, APIs and non-standard requirements
Act as the technical escalation point for issues blocking go-live
Provide third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases
Advise Customer Success Managers on feasibility for new leads
Own performance metrics including CSAT, time to resolution, repeat question rate and deflection rate
Act when timelines, SLAs or onboarding health are at risk
Own and maintain knowledge base content for the product area
Use AI to redesign knowledge-base creation, maintenance and verification
Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback
Contribute to product testing, blitz testing, hackathons and strategic projects
Feed customer insights back into product development

Requirements

What you’ll need

3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment
Proven experience supporting complex implementations and managing multiple priorities independently
Hands-on troubleshooting across software configuration, integrations and APIs
Ability to translate customers' technical requirements into the right implementation approach
Analytical, metrics-led approach to identifying risk and taking action
Project management skills to keep several implementations moving simultaneously
Experience building or improving processes
Clear communication with technical and non-technical audiences
AI Fluency Level 3 or equivalent hands-on experience redesigning work using AI and validating its output
Working knowledge of Salesforce, Jira and Confluence
Experience in hospitality technology or with PMS, payments or distribution systems
Bachelor's degree in a relevant field, or equivalent practical experience (nice to have)

Benefits

Comp & perks

Unlimited paid holiday
Participation in the company share program
Paid parental leave: 6 months fully paid for primary caregivers and 2 months for secondary caregivers, available after one year of service
Annual Learning budget of €300, with more for high performers
Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
Work from anywhere policy with flexibility to work abroad for a few weeks each year
Relocation options, available after one year
Flexible, hybrid working options
Home office setup budget
Monthly work-from-home allowance
Claude tokens for workflow automation and productivity
Local benefits varying by location, including healthcare and retirement plans, team events, socials and other perks