📍 Job Overview

• Job Title: Enterprise Technical Support Specialist
• Company: FareHarbor
• Location: Denver, Colorado, United States
• Job Type: Hybrid (3 office days per week)
• Category: Customer Support & Technical Role
• Date Posted: June 25, 2025
• Experience Level: Mid-level (2-5 years)
• Remote Status: On-site with hybrid flexibility

🚀 Role Summary

FareHarbor, a leading reservation software for tours, activities, and attractions, is seeking an Enterprise Technical Support Specialist to join their Denver, CO or Honolulu, HI office. This role involves working with FareHarbor's largest clients, providing exceptional support, and proactively addressing potential issues. The ideal candidate will have a strong technical background, excellent communication skills, and a genuine commitment to delivering best-in-class customer support.

💻 Primary Responsibilities

📞 Client Support & Communication

• Provide exceptional support to clients by listening, understanding their issues, and problem-solving effectively.
• Handle inbound/outbound support issues via emails and phone calls, ensuring all clients are happy with their dashboard.
• Communicate across teams to ensure client needs are met and collaborate with Account Management and Business Intelligence teams to implement effective solutions.

🛠️ Dashboard Configuration & Technical Troubleshooting

• Configure client dashboards through critical thinking and technical maneuvering of the software.
• Become an expert FareHarbor user and stay on top of all new feature releases.
• Go above and beyond to solve problems for all enterprise accounts, leaving no stone unturned to find a solution.

🌟 Client Relationship Management & Feedback

• Develop relationships with clients, advise, and consult on industry best practices.
• Provide valuable feedback to the product team to improve FareHarbor's offerings.
• Help develop, improve, and implement standard operating procedures.

🎓 Skills & Qualifications

📚 Education & Experience

• At least 3 years of experience in a customer support or technical role, preferably in a SaaS setting.
• Strong technical skills and ability to learn new tools and technologies quickly.
• Genuine commitment to delivering best-in-class customer/technical support.

🛠️ Required Skills

• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to work closely and effectively with others.
• Patient, curious, and detail-oriented.
• Shift flexibility, including rotating shifts, weekends, and holidays.
• Willingness to join in-person office team events and in-person learning opportunities.
• Preferably, willingness to travel on-site to visit clients (about once per year with more opportunities as tenure increases).

💡 Preferred Skills

• Experience working with reservation software or similar platforms.
• Familiarity with Agile methodologies and collaborative working environments.
• Knowledge of SQL or other database management systems.

📊 Web Portfolio & Project Requirements

As this role focuses on technical support and client communication, a portfolio is not required. However, demonstrating strong problem-solving skills and technical proficiency during the interview process is essential.

💵 Compensation & Benefits

💰 Salary Range

• Salary: $58,640 - $87,960 per year, plus 10% bonus potential.
• Currency: USD

🎁 Benefits

• Medical, dental, and vision coverage.
• 26 vacation days, 10 sick days, and 12 paid holidays per year.
• Global leave benefit, including 22 weeks paid parental leave, 2 weeks paid grandparent leave, extended care leave, and bereavement leave.
• Life insurance policy.
• 401k with employer matching.
• Social hours, events, and team-building activities.
• Educational opportunities and wellness benefits (Headspace subscription and wellness webinars).
• Work-from-home assistance and hybrid-friendly work arrangement.
• Paid volunteer hours.

🎯 Team & Company Culture

🏢 Company Culture

Industry: FareHarbor operates in the experience industry, focusing on tours, activities, and attractions.

Company Size: FareHarbor has over 700 employees worldwide, making it a medium to large-sized company.

Founded: 2013 in Hawaii, acquired by Booking Holdings in 2018.

Team Structure:

• The Enterprise Technical Support Team works closely with Account Management and Business Intelligence teams to ensure client needs are met.
• The team is responsible for providing exceptional support to FareHarbor's largest clients.
• The role reports directly to the Manager of Enterprise Technical Support.

Development Methodology:

• FareHarbor follows Agile methodologies, with a focus on continuous improvement and collaboration.
• The team uses project management tools to track progress and maintain transparency.

Company Website: FareHarbor

📝 Enhancement Note: FareHarbor's company culture emphasizes teamwork, collaboration, and a commitment to delivering exceptional client experiences. The company values diversity, inclusion, and work-life balance, offering a range of benefits to support its employees' well-being.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level (2-5 years of experience) in a customer support or technical role, preferably in a SaaS setting.

Reporting Structure: The Enterprise Technical Support Specialist reports directly to the Manager of Enterprise Technical Support.

Technical Impact: This role has a significant impact on FareHarbor's largest clients, ensuring their dashboards are configured correctly and addressing any technical issues that arise. The specialist also plays a crucial role in gathering client feedback to improve FareHarbor's offerings.

Growth Opportunities:

• Technical Skill Development: FareHarbor encourages continuous learning and offers opportunities for team members to develop their technical skills and specialize in specific areas.
• Leadership Potential: With experience and strong performance, team members may have the opportunity to move into leadership roles, managing a team of technical support specialists.
• Career Progression: FareHarbor provides clear career paths for its employees, with opportunities for growth and advancement within the company.

🌐 Work Environment

🏢 Office Type

FareHarbor's offices are collaborative, modern workspaces designed to foster creativity and productivity. The Denver office is located in the heart of the city, offering easy access to amenities and public transportation.

📍 Office Location(s)

• Denver, Colorado, United States: FareHarbor's Denver office is located at 1401 Curtis St #200, Denver, CO 80202.
• Honolulu, Hawaii, United States: FareHarbor's Honolulu office is located at 683 S King St #200, Honolulu, HI 96813.

🌐 Work Schedule

• Working Hours: FareHarbor operates on a standard 40-hour workweek, with flexible scheduling options to accommodate team members' needs.
• Shift Flexibility: The Enterprise Technical Support Team works in rotating shifts, including weekends and holidays, to provide 24/7 support to FareHarbor's clients.

📝 Enhancement Note: FareHarbor's work environment encourages a healthy work-life balance, with flexible scheduling options and a focus on employee well-being. The company offers a hybrid-friendly work arrangement, allowing team members to work from home for part of the week.

📄 Application & Technical Interview Process

📄 Application Process

1. Submit your application through the application link provided.
2. Customize your resume and portfolio to highlight your relevant technical skills and problem-solving abilities.
3. Prepare for the technical interview by brushing up on your FareHarbor product knowledge and familiarizing yourself with the company's customer support processes.

📊 Interview Process

1. Phone Screen: A brief phone call to discuss your application and answer any initial questions.
2. Technical Interview: A deeper dive into your technical skills, problem-solving abilities, and understanding of FareHarbor's products. Be prepared to discuss specific scenarios and demonstrate your approach to resolving technical issues.
3. On-site Interview: A visit to FareHarbor's Denver or Honolulu office to meet with the team, discuss the role in more detail, and tour the facilities.
4. Final Decision: FareHarbor will make a final decision and extend an offer to the successful candidate.

💡 Interview Preparation

Technical Questions:

• Be prepared to discuss your experience with customer support and technical troubleshooting, highlighting specific examples of successful problem-solving.
• Demonstrate your understanding of FareHarbor's products and their unique features.
• Showcase your ability to work collaboratively with cross-functional teams and manage client relationships.

Company & Culture Questions:

• Research FareHarbor's company culture, values, and mission to demonstrate your fit with the organization.
• Prepare questions to ask the interview panel about the team, company growth, or career development opportunities.

Portfolio Presentation Strategy:

• As this role focuses on technical support, a traditional portfolio is not required. However, be prepared to discuss your problem-solving approach, technical skills, and client support experiences.

📝 Enhancement Note: FareHarbor's interview process is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit. By preparing thoroughly and demonstrating your enthusiasm for the role, you'll have a strong chance of success.

🛠️ Technology Stack & Web Infrastructure

As this role focuses on customer support and technical troubleshooting, a detailed technology stack is not required. However, familiarity with FareHarbor's products and a strong understanding of reservation software is essential.

👥 Team Culture & Values

🌟 FareHarbor Values

• Think Client First: FareHarbor prioritizes its clients' needs and strives to provide exceptional support and tailored solutions.
• We Are One ‘Ohana: The company fosters a collaborative, team-oriented culture, emphasizing collective success and mutual support.
• Be Curious and Learn: FareHarbor encourages continuous learning and growth, both personally and professionally.
• Own It: Team members are empowered to take ownership of their work and contribute to FareHarbor's success.
• Act With Integrity: FareHarbor values honesty, transparency, and ethical decision-making in all aspects of its operations.
• Embrace the Challenge: The company welcomes new opportunities and encourages team members to step up and take on challenging tasks.

🤝 Collaboration Style

• FareHarbor fosters a collaborative work environment, with regular team meetings, cross-functional projects, and open communication channels.
• The Enterprise Technical Support Team works closely with Account Management and Business Intelligence teams to ensure client needs are met and provide exceptional support.
• FareHarbor encourages knowledge sharing, technical mentoring, and continuous learning to help team members grow both personally and professionally.

🛡️ Challenges & Growth Opportunities

🛠️ Technical Challenges

• Client Dashboard Configuration: FareHarbor's largest clients may have complex dashboard requirements, requiring strong technical skills and attention to detail to configure accurately.
• Emerging Technologies: FareHarbor is constantly evolving, incorporating new technologies and features. Staying up-to-date with these changes and adapting quickly is essential for success in this role.
• Client Relationship Management: Building and maintaining strong relationships with FareHarbor's largest clients requires excellent communication skills, active listening, and a commitment to understanding their unique needs.

🌱 Learning & Development Opportunities

• Technical Skill Development: FareHarbor offers opportunities for team members to develop their technical skills and specialize in specific areas, such as SQL, database management, or FareHarbor's proprietary technologies.
• Conference Attendance & Certification: FareHarbor supports team members' professional development by encouraging attendance at industry conferences and providing opportunities for certification and community involvement.
• Technical Mentorship & Leadership Development: FareHarbor provides mentorship and leadership development opportunities to help team members grow both technically and professionally.

💡 Interview Preparation

📝 Technical Questions

• Client Support & Troubleshooting:
  • Describe a challenging technical issue you've faced in a previous role and how you resolved it.
  • How do you approach prioritizing multiple client support tickets, and how do you ensure that each client feels valued and supported?
• Client Relationship Management:
  • How do you build and maintain strong relationships with clients, even when facing technical challenges or setbacks?
  • Can you provide an example of a time when you went above and beyond to solve a problem for a client?

📝 Company & Culture Questions

• FareHarbor's Mission & Values:
  • How do you align with FareHarbor's mission and values, and how do you see yourself contributing to the company's success?
  • Can you describe a time when you demonstrated FareHarbor's core values in a previous role or personal experience?
• Team Dynamics & Collaboration:
  • How do you work effectively in a collaborative, team-oriented environment, and how do you contribute to a positive work culture?
  • Can you provide an example of a time when you worked closely with a diverse team to achieve a common goal?

📌 Application Steps

To apply for the Enterprise Technical Support Specialist position at FareHarbor:

1. Submit your application through the application link.
2. Customize your resume and portfolio to highlight your relevant technical skills, problem-solving abilities, and customer support experiences.
3. Prepare for the technical interview by brushing up on your FareHarbor product knowledge and familiarizing yourself with the company's customer support processes.
4. Research FareHarbor's company culture, values, and mission to demonstrate your fit with the organization and prepare thoughtful questions to ask the interview panel.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and FareHarbor-specific information. All details should be verified directly with the hiring organization before making application decisions.