Support Engineer

Job description

OTA Insight is a scale-up within the hotel industry. Founded in 2012, with a vision to provide user friendly tools to hoteliers. Today we are considered the global leader in hotel BI and are working with 55,000+ hotels worldwide in 168 countries. As there are more than 1 million hotels worldwide, we are still filled with ambition to grow further.

We generate value to our customers by visualising actionable insights out of our vast datasets. Our tools help hotels to analyse their competition’s room pricing, analyse their hotel revenue, and find out where and when guests are looking and booking. Our products have a profound impact on the day to day activities of our customers, taking away guesswork and simplifying their routines. This has allowed us to grow rapidly over the past few years, adding new products as we solve new problems for our users.


About the position

As a support engineer you will be responsible for both internal tech support and external 2nd line customer support and will work in close collaboration with our customer support team, integrations team and other engineering teams.

 

In a fast-growing scale-up priorities might shift from time to time. You’ll gain experience and ownership in different domains depending on your ambition, but here are some general topics: 

  • Help us stay true to our high customer happiness by resolving 2nd-line technical issues fast, either by sending the issue to the right team or by digging in the code yourself

  • Act as a bridge between our customer support and engineering teams

  • Identify & resolve data accuracy issues in our crawler infrastructure

  • Play a central role in onboarding/offboarding activities. Setting up the necessary accounts and providing the required devices

  • Help manage our fleet of laptops, iphones and peripherals across the globe

  • Communicate with employees guiding them through IT case resolution

  • Document & actively improve IT procedures

 

About the team

The OTA Insight support team plays a crucial role in our customer and employee experience. On the one hand, the team works together with our customer success team and engineering team as a second line technical support to solve customer problems as quickly and efficiently as possible. On the other hand, they make sure that all employees are able to perform their tasks by supporting them technically and providing the right equipment they need. Additionally, the support team works together with the integrations team on our crawler infrastructure to make sure that our application is powered by high quality data. 


Requirements

We are looking for:

  • Programming experience

  • Comfortable in a MacOS environment

  • Comfortable using a shell

  • Basic SQL knowledge or experience with datasets

  • Strong general problem solver

  • Autonomy, efficiëncy and proactiveness are part of your DNA

  • Able to communicate in an effective manner to engineers and non-technical individuals

  • Fluent in English


We welcome experience with:

  • Python and/or javascript

  • MDM solutions (we use JAMF)

  • Ticketing systems (Jira/Zendesk/…)

  • Google workspace administration