Cloud-Based Application Support Professional
Há 6 dias
About Movement 8
Movement 8 is a leading provider of SaaS-based booking solutions for businesses.
We are seeking a highly skilled Cloud-Based Application Support Professional to join our team and help us deliver exceptional customer experiences. As a key member of our support team, you will be responsible for troubleshooting and resolving complex technical issues related to our SaaS platform.
The ideal candidate will have strong technical skills in XML, JSON, and web services, as well as excellent communication and problem-solving abilities. If you thrive in a fast-paced environment and enjoy working with stakeholders, this role may be for you.
Key Responsibilities:
- Act as the Tier 3 escalation point for technical issues related to our 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.
- Document technical solutions.
Required Skills:
- 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.
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