Senior Technical Application and Onboarding Specialist
You'd own one Mews product area end to end from the Specialist Hub: the hardest technical implementations in it, the escalations that Onboarding Managers and Support can't resolve from the knowledge base, and the operational health of the whole thing, from onboarding performance and SLAs to the documentation the rest of Customer Success relies on. When a customer's setup involves non-standard configuration, API work or integrations nobody has wired up before, it comes to you, and so does the question of how to stop that case recurring.
Hotels increasingly run on Mews as the hub for payments, distribution, POS and dozens of connected systems, which makes implementations more technical and more consequential every year. This role exists to make sure that complexity gets resolved properly, documented once, and fed back into the product. You sit between Onboarding, Customer Success, Product and R&D, with a direct line into testing, blitz testing and product feedback, so what you learn from customers shapes what gets built.
What you would do
Support complex implementations for your product area, including configuration, integrations, APIs and non-standard requirements, and act as the technical escalation point when something is blocking a go-live
Act as third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases, and advise CSMs on what is and isn't feasible for new leads
Own the performance metrics for your area (CSAT, time to resolution, repeat question rate, deflection rate) and act when timelines, SLAs or onboarding health are at risk, before they become blockers
Own and maintain the knowledge base content for your product area, and use AI to redesign how it gets written, kept current and checked, building approaches the wider Specialist Hub can follow
Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback, and contribute to product testing, hackathons and strategic projects
AI Fluency Level 3: in this role that means AI is part of how you run your product area, not just how you draft faster. You rethink how knowledge base content for your area gets created, maintained and verified, how escalations get triaged and how you spot patterns in your queue; you turn what works into approaches the rest of the Specialist Hub can adopt; and you check AI output against real product behaviour before it reaches a customer or a colleague.
For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates".
What you would bring
3+ years in technical applications, implementation, onboarding or technical support in a SaaS environment, with proven experience supporting complex implementations and managing multiple priorities independently
Hands-on troubleshooting across software configuration, integrations and APIs, and the ability to translate a customer's technical requirements into the right implementation approach
An analytical, metrics-led approach to spotting risk early and taking action on it, with the project management skills to keep several implementations moving at once
Experience building or improving processes, not just following them, and clear communication with both technical and non-technical audiences, from engineers to hotel general managers
AI Fluency Level 3 or the equivalent hands-on experience: you've already redesigned how you or your team works using AI, and you check what it produces rather than taking it at face value
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
United States
$105,500—$136,500 USD