KYC Hospitality is the Global Technology Ecosystem for Hotels, focused on revolutionizing the archaic, legacy technologies that have plagued our industry for decades, as well as introducing deep AI-focused features to enhance daily operations and the Guest experience.

Our team includes Founders and Executives from many of the world’s most iconic brands, including Ritz Carlton, Four Seasons and InterContinental. We are funded by several of Silicon Valley’s most legendary investors as well as highly respected investors from around the world.

ROLE OVERVIEW

The Support Engineer is responsible for ensuring customer success at the product, data, and engineering levels, as the bridge between our engineering teams and both our customer-facing teams and our customers.

Our Support Engineers must be very customer-focused and service oriented, while maintaining a deep technical understanding of our product and data, along with our customers’ systems, data, and integrations.

As the customer and engineering bridge, Support Engineers must be able to work in both worlds, as service-oriented participants in customer calls, and as deep technical experts in product and engineering meetings.

Our Support Engineers need to be very detail-oriented, with organizational and problem-solving skills, plus the ability to present well and communicate clearly with both customers and internal teams.

Responsibilities
Handle and manage customers’ technical issues and requests
Handle and manage customers’ product and feature requests
Assist customers with new setup, configuration, and troubleshooting
Set up and manage data interfaces to our customers’ systems
Extract and present data summaries for customers and internal analyses
Participate in product, feature, and customer discussions
Document customer interfaces, data, and troubleshooting processes
Work closely with the engineering and QA teams on customer issues
Troubleshoot bugs and other problems
Help continually improve customer interfaces, support processes, and documentation
Maintain high standards for communications

WHAT WE ARE LOOKING FOR

Qualifications
Proven experience working with SaaS customers on their success
Software development experience in modern SaaS applications
Understanding of data, APIs, interfaces, and their support and management
Great team player and able to work efficiently with minimal supervision
Understanding of security and scaling aspects for full-stack web applications

Required Skills & Experience
Minimum 2 years of customer-facing support engineering experience
Software development experience
Data analyses experience
Exceptional attention to detail
Excellent analytical and problem-solving skills

Helpful Skills & Experience
Hotel operations or IT experience
Experience with testing platforms, data, and tooling
Professional services experience

Our Character: Radical Integrity & High Performance
As a tight-knit team, we are guardians of technology in our hospitality industry, obsessed with the mechanics of luxury service and the pursuit of winning for the right reasons. We exist to create a happier world through travelers' experiences.

KYC culture is defined by genuine warmth and radical integrity, while running at high speed. We have zero tolerance for the "bro-culture" archetypes of Silicon Valley—we trade illicit behavior and cutting corners for accountability and ferocious ethics. We prioritize mutual respect, intellectual humility, and the psychological safety required to admit when a colleague has a better idea. If you lack integrity or humility, you will not survive here. We are searching for disciplined professionals who believe that success is not "luck" but earned through rigorous, consistent effort.

*The Luxury Mandate
To thrive at KYC, you must possess an understanding of, or a passionate obsession with, the business of luxury travel. You should intuitively understand why a traveler would invest $1,000 in a single night’s stay. Luxury hotels aren't just selling rooms; they are selling the pinnacle of human service and aesthetic and KYC is powering the end-to-end operational workflows to make those magical moments happen.

*The Culinary Connection
Our team shares a common love language: Food. We view culinary passion as a proxy for curiosity, taste, and a zest for life’s finer details. If you don't find joy in the art of a meal, you’ll be missing the heartbeat of our internal culture. We eat well together, we think deeply and debate, and we execute with passion.

COMPENSATION & PERKS

Work from home most of the time and enjoy the flexibility to skip traffic. Our team gathers in person as needed, offering valuable opportunities for collaboration and connection. This might include onboarding (typically 3-5 consecutive days) or important milestones like onboarding a major client or launching critical features.

On the days we meet, all meals we have together are paid for and we’re serious food lovers so we eat well.

Whenever we have social gatherings, your families (wives, husbands, partners, children, parents) are welcome and encouraged (event appropriate), hosted by us. Our style of “social” means:

Dinners at world’s best restaurants like Narisawa
Penthouse tours of luxury Hotels
Afternoon tea at luxury Hotels
Spa Days at luxury Hotels
Overnight Trips at luxury Hotels
Culinary classes
Afternoon tea at luxury Hotels

Stay in the world’s most awesome Hotels from mid-tier to luxury.

One on one time with our CEO monthly so you gain a deeper understanding of the Hotel business; have the opportunity to grow as a leader (if this is of interest to you).

Arguably the most important perk- genuine respect and caring from the entire team. We jokingly look at ourselves as Ocean’s Eleven; we’re a team of widely differing backgrounds, characters and areas of expertise who all share the vision of growing KYC into a world class behemoth and finding joy every step of the journey. Once you’re hired, you’re part of our family.