Technical Support Engineer

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As a Technical Support Engineer at iReckonu, 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.

• 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.

• 2–5 years in a technical support or IT operations role, preferably in a SaaS or cloud-based environment.
• Experience in a startup environment or a startup mindset (adaptability, ownership, and initiative) is highly valued.
• Experience in hospitality tech 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.

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 have perfected our CORE middleware solutions and wrap-around applications to support both large international brands and small regional chains. We are proud partners of brands including CitizenM, Loews, and Mandarin Oriental Hotel Group.

All of these achievements are made possible by the passion, talent, and knowledge of our team. We value diversity and strive to create an environment where hard work is recognized and rewarded.

Excellence – We commit to high standards, continuous improvement, and delivering outstanding products and services.

Partnership – We foster teamwork, trust, and innovation for mutual success with customers and partners.

Transparency – We keep things simple, open, and honest to build trust and alignment.

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Information Technology

Industries : IT Services and IT Consulting

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