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Technical Support Specialist for SaaS Platforms
1 semana atrás
Transforming the Way Companies Book
Movement 8, a SaaS-based booking platform, seeks an exceptional 3rd line Web Service Support Engineer to join their team. In this role, you will be responsible for troubleshooting and resolving complex technical issues related to their SaaS platform.
This is a unique opportunity to work with a fast-paced company that has revolutionized how companies make bookings using multi-channel content. As a key member of the support team, you will collaborate closely with customers, internal teams, and external partners to diagnose problems, provide resolutions, and enhance the overall customer experience.
You will be working in a remote setting based in Portugal. To excel in this position, you must have a strong technical foundation in XML and JSON, excellent stakeholder interactions, and previous travel and booking experience.
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.
- Document technical solutions.
Required Skills and Qualifications:
- 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.
About Movement 8:
Movement 8 is a leading provider of SaaS-based booking platforms. Our innovative solutions enable companies to streamline their booking processes, resulting in improved efficiency and customer satisfaction.
We are committed to delivering exceptional products and services that meet the evolving needs of our customers. If you share our passion for innovation and customer-centric approach, we encourage you to apply for this exciting opportunity.
