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Technical Support Engineer
hace 1 mes
Technical working experience within the travel management booking industry is necessary for this position. Flight booking platform experience is required.
To work for a SaaS based booking platform business that has transformed how companies are able to make all types of bookings using multi-channel content.
As the webservice support engineer, you will be responsible for troubleshooting and resolving complex technical issues related to their SaaS platform. The role involves working closely with customers, internal teams, and external partners to diagnose the problems, provide resolutions, and enhance the overall customer experience quickly.
If you thrive in a fast-paced environment, have a strong technical foundation in XML and JSON, as well as being excellent with stakeholder interactions, then this role is for you.
Previous travel and booking experience is a must for this role and you will need to be based in Portugal, although the role is remote.
Key Responsibilities:- Act as the Tier 3 escalation point for technical issues related to the SaaS online booking platform.
- Troubleshoot and resolve complex web service-related issues, API failures, and system performance concerns.
- Handle direct calls with clients, understanding their pain points, prioritizing critical issues, and ensuring timely resolution.
- Work to identify system bugs, propose fixes, and improve product reliability.
- Utilize logging, monitoring tools, and debugging techniques to diagnose system errors.
- 3+ years of experience in a technical support or engineering support role, preferably in a SaaS environment.
- Strong troubleshooting skills related to web services, APIs, and cloud-based applications.
- Experience handling Tier 3 escalations and providing direct client support.
- Ability to diagnose application, database, and network issues effectively.
- Familiarity with debugging tools, logging frameworks, and monitoring solutions (e.g., Kibana, Datadog, New Relic, or similar).
- Basic knowledge of SQL and RESTful APIs.
- Experience in the travel industry with familiarity in GDSs, NDC.
- Experience in supporting online booking systems or related platforms.
- Prior experience using customer support platforms (e.g., Zendesk, Salesforce Service Cloud, or similar).
- ITIL or other relevant certifications in incident management and troubleshooting.
If this sounds appealing, then apply now and we can arrange a call.
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