Technical Support Engineer
3 weeks ago
Overview Technical Support Engineer at Ireckonu - Hotel Middleware & CDP+ Join to apply for the Technical Support Engineer role. You will be the first line of defense in ensuring the smooth operation of our Azure Cloud infrastructure and integrated systems. You’ll provide hands-on technical support to our hospitality clients, resolve incoming issues efficiently, and collaborate with internal teams to maintain system performance and reliability. This role is ideal for someone with strong troubleshooting skills, a customer-first mindset, and a solid foundation in cloud technologies. Responsibilities Serve as the first point of contact for customer inquiries related to our Azure Cloud platform and integrated systems. Provide timely and effective technical assistance via ticketing systems, email, and chat. Troubleshoot and resolve issues related to system performance, connectivity, and integrations. Escalate unresolved or complex issues to Support Analysts or Engineering with clear documentation. Monitor and maintain cloud infrastructure, application software, and system tools. Use tools like Azure Monitor, Log Analytics, and Application Insights to detect and address anomalies. Identify performance bottlenecks and collaborate with developers to implement solutions. Assist in the deployment, configuration, and testing of new features or integrations. Work with project managers and customers to ensure smooth rollouts and implementations. Support QA and UAT processes by validating technical functionality. Work closely with Account Managers and software partners to understand customer needs and system capabilities. Contribute to internal documentation, runbooks, and support process improvements. Participate in continuous improvement initiatives based on customer feedback and system insights. Your profile / Qualifications 2–5 years in a technical support or IT operations role, preferably in a SaaS or cloud-based environment. Experience in a startup/scale-up environment or a startup mindset (adaptability, ownership, and proactive). Experience in hospitality tech, customer relations or customer-facing software support is a strong plus. Proficient in managing and monitoring Microsoft Azure environments. Strong SQL knowledge and experience with querying and troubleshooting relational databases. Familiarity with tools like Azure Monitor, Log Analytics, and Application Insights. Understanding of deployment pipelines, system integrations, and troubleshooting methodologies. Basic scripting or coding knowledge (e.g., PowerShell, Python) is a plus. Ability to create clear documentation and communicate complex technical concepts to diverse audiences. Strong customer-experience focus and excellent communication skills. Effective prioritization and time management skills. About Us Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards. Led by our vision to accelerate digital transformation in hospitality, we offer CORE middleware solutions and wrap-around applications to support both large international brands and small regional chains. We are proud partners of CitizenM, Loews, and Mandarin Oriental Hotel Group. Our core values are Excellence, Partnership, and Transparency. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Software Development #J-18808-Ljbffr
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