Technical Support Engineer

Tóm tắt công việc
Provide 1st and 2nd line technical support for Goelett users by investigating incidents, troubleshooting application issues, identifying root causes where possible, and collaborating with Engineering to resolve complex technical problems. Ensure timely resolution of customer issues while contributing to the continuous improvement of the Goelett platform.
Scope of Duties:
Incident Management
Receive, verify, categorize, prioritize, and manage incoming support requests.
Investigate incidents reported by customers, Customer Success, and internal teams.
Assess business impact and determine incident severity.
Resolve technical issues within agreed SLA.
Escalate unresolved issues to Engineering with complete technical evidence.
Technical Investigation & Troubleshooting
Investigate application issues using logs, monitoring tools, browser diagnostics, API analysis, and SQL queries.
Analyze application, API, and browser logs to identify errors and determine the source of issues.
Reproduce reported issues in test environments.
Analyze HTTP requests and responses using Postman, Bruno, or similar tools.
Execute basic SQL queries to validate application data and troubleshoot data inconsistencies.
Investigate authentication, authorization, and integration issues.
Identify whether issues originate from application functionality, configuration, integrations, infrastructure, or customer environments.
Perform Root Cause Analysis (RCA) where possible and document findings.
Product & Engineering Collaboration
Prepare high-quality bug reports with reproduction steps, logs, screenshots, API traces, and technical findings.
Collaborate closely with Product, Engineering, QA, Infrastructure, and Customer Success teams.
Identify recurring issues and recommend product or process improvements.
Continuous Improvement
Identify recurring incidents and propose preventive actions.
Recommend improvements to monitoring, logging, and diagnostic capabilities.
Contribute to improving support processes and operational excellence.
A work-life balance: Hybrid working model, 18 days of annual leave.
Competitive income package: Comprehensive package with full salary insurance, 13th month salary and meal allowance.
A truly global perspective: develop your international mindset by collaborating daily with colleagues from diverse cultures and backgrounds across the world.
Real impact: contribute to shaping the future of one of the most user-centric companies in the travel-tech industry. Your ideas and solutions will reach thousands of users globally.
Learning and development opportunities; access to business travel programs.
Protecting and enhancing healthcare plan for you: Premium insurance for employees plus annual health check-ups.
Employee's engagement activities: Respectful, engaging culture with annual company trips, year-end celebrations, and team-building activities.