Client Service Technical Consultant

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

Visit https://www.unifocus.com for more details.

About the job

As a Client Service - Technical Consultant, you will be responsible for providing Tier 2 (L2) support to our clients by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.

What will you do?

• Act as an L2 escalation point for technical troubleshooting and remediation of OPS-related incidents and service requests, including issues that may involve AWS-hosted environments, integrations, configurations, services, logs, and connectivity.
• Troubleshoot technical issues related to OPS workflows, external interfaces, application behaviour, connectivity, IIS configuration, and related system components.
• Investigate issues escalated by the Client Service Consultants/L1 team by reviewing available details, logs, error messages, configuration settings, interface behaviour, and client-provided examples.
• Run approved, pre-defined SQL queries to validate data, investigate application issues, and support escalation or fix validation where required.
• Identify whether an issue is application-related, configuration-related, data-related, interface-related, environment-related, vendor-related, or client-side.
• Coordinate directly with clients, on-site IT teams, vendors, and off-site helpdesks over email or phone calls to complete technical assignments and drive issues toward resolution.
• Escalate issues to Product, Engineering, DevOps, or other internal teams when required, with clear documentation of the issue, troubleshooting steps completed, findings, business impact, and expected outcome.
• Resolve urgent and business-critical requests escalated by the Client Service Consultants/ L1 Team in a timely and structured manner.
• Validate upgrades and fixes received from the Development/Product teams for the impacted OPS workflow before client closure confirmation.
• Identify repeat issues reported by properties and highlight configuration gaps, interface issues, training gaps, or product defects where applicable.
• Contribute to internal knowledge documentation, issue trend analysis, and process improvement discussions to reduce repeat escalations.

We are looking for:

• 2-5 years of experience in technical application support, L2 support, technical consulting, implementation support, or a similar client-facing technical role.
• Prior experience supporting similar SaaS applications, hospitality technology platforms, PMS, Procurement, or other enterprise applications will be preferred.
• Strong troubleshooting skills with the ability to investigate application issues across multiple layers, including product configuration, interfaces, logs, connectivity, services, and data validation.
• Good understanding of Windows environments, including basic server behaviour, service checks, logs, IIS configuration, and configuration-related troubleshooting.
• Basic working knowledge of AWS-hosted application environments, with the ability to coordinate with Infrastructure/Cloud teams for environment-related issues.
• Basic understanding of SQL/MySQL, including the ability to run approved, pre-defined queries, interpret results, and support data validation or issue investigation.
• Working knowledge of interfaces and integrations between systems, including the ability to test, validate, and troubleshoot data flow or connectivity issues.
• Working knowledge of internet-based technologies and protocols, including DNS, IP addressing, firewall concepts, SSH, FTP/SFTP, HTTP/HTTPS, email routing, and basic connectivity troubleshooting.
• Ability to review logs, error messages, screenshots, user inputs, and client-provided examples to identify issue patterns and possible root causes.
• Experience coordinating directly with clients, vendors, hotel IT teams, and internal technical teams to resolve support issues.
• Ability to document issues clearly, including steps to reproduce, troubleshooting completed, findings, business impact, workaround, escalation summary, and resolution notes.
• Strong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non-technical stakeholders.
• Ability to remain calm and structured while handling urgent, high-impact, or business-critical issues.
• Strong attention to detail, ownership mindset, and ability to manage multiple escalations simultaneously.
• Willingness to work in shifts as part of a 24x7 structure.

The Unifocus experience:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.

We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

• Health insurance
• Paid time off
• A hybrid environment that promotes a healthy work-life balance
• Parental leave
• Professional development assistance
• Referral program