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1 semana atrás
Company Overview
Movement8 is a leading SaaS based booking platform business that has transformed how companies make bookings using multi-channel content. Our platform provides a seamless experience for our customers, and we are looking for a skilled Technical Support Engineer to join our team.
Job Description
We are seeking an experienced Technical Support Engineer to work as the Tier 3 escalation point for technical issues related to our SaaS online booking platform. The successful candidate will have strong troubleshooting skills related to web services, APIs, and cloud-based applications.
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.
Required Skills and Qualifications
The ideal candidate will have:
- 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.
