Tìm việc làm IT

Mô tả 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.

Yêu cầu công việc

• Good English communication skills.
• 5+ years of experience in Technical Support, Application Support, IT Support, System Administration, or a similar technical role.
• Experience supporting GDS platforms such as Amadeus, Sabre, Travelport, or similar systems. Experience troubleshooting issues involving GDS, airline systems, travel agencies, TMCs, or online travel platforms.
• Strong troubleshooting and analytical skills with the ability to investigate technical issues independently.
• Experience analyzing application, API, and browser logs.
• Experience using application monitoring and observability tools (e.g., Azure Application Insights).
• Good understanding of REST APIs, HTTP methods, authentication, and HTTP status codes.
• Hands-on experience with Postman, Bruno, or similar API testing tools.
• Proficiency using browser developer tools (Chrome DevTools), including Network, Console, Application, Cookies, and Storage.
• Basic knowledge of SQL, including writing simple queries to validate application data and troubleshoot production issues.
• Understanding of modern web application architecture and client-server communication.
• Basic understanding of networking concepts, including HTTPS, DNS, SSL/TLS, proxy servers, and firewalls, with the ability to identify common connectivity issues.
• Ability to distinguish between application defects, configuration issues, integration failures, infrastructure issues, and customer environment issues.
• Experience working with HappyFox, Azure DevOps, or similar ticket management systems.
• Experience reproducing reported issues and validating fixes.
• Basic understanding of software release and deployment processes.
• Basic understanding of Single Sign-On (SSO) concepts and common authentication issues.