About the Role
This position supports a high-traffic application used by travelers and partners worldwide, diagnosing complex technical issues, driving resolutions, and contributing to long-term platform stability through close coordination with development and operations teams.
Responsibilities
- Diagnose and resolve escalated technical issues impacting user experience and platform functionality
- Serve as a point of contact for critical incidents affecting application performance
- Collaborate with engineering teams to identify root causes and implement fixes
- Monitor system health and respond to alerts in real time
- Document technical processes and troubleshooting workflows
- Support onboarding and training for internal teams using the platform
- Analyze logs and metrics to detect recurring issues
- Contribute to post-incident reviews and action plans
- Work across time zones to support a global user base
- Improve support tools and automation to increase efficiency
- Escalate product defects and coordinate patch deployment
- Ensure compliance with security and data privacy standards
- Participate in on-call rotations for urgent issues
- Provide feedback to product teams based on user-reported problems
- Maintain up-to-date knowledge of platform architecture and dependencies
- Assist with integration testing for new features and updates
- Track and report on key support metrics and service levels
- Troubleshoot API and data synchronization issues
- Support third-party partner connections and integrations
- Validate fixes before release to production environments
- Coordinate with customer support to resolve complex cases
- Contribute to knowledge base content for internal and external users
- Identify opportunities to improve system monitoring
- Work with database queries to investigate data inconsistencies
- Support platform upgrades and maintenance windows
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on location
Team
Part of a global engineering team focused on customer-facing platforms
About the Team
This role is part of a dedicated support engineering team that bridges customer needs with technical execution, ensuring reliability for a platform used by millions of travelers and thousands of activity providers worldwide.
What We Offer
Opportunities for professional growth, access to technical training, flexible work arrangements, and the chance to work on a globally used platform with real-world impact.
Visa sponsorship may be available for qualified candidates
