Technical Support • Mid-Level

Who you are

You have a solid background in technical support, ideally with experience in a fast-paced IT environment. You understand the importance of maintaining a superior IT infrastructure and are passionate about leveraging technology to improve customer experiences. Your ability to communicate effectively across diverse teams is one of your strengths, and you thrive in multicultural settings. You are eager to learn and adapt to new technologies, ensuring that you stay at the forefront of industry trends.

Desirable

Experience in the travel or hospitality industry would be a plus, as would familiarity with data-driven decision-making processes. You are comfortable working with various IT tools and platforms, and you have a knack for troubleshooting complex technical issues. A proactive approach to problem-solving and a commitment to continuous improvement are essential traits that you bring to the table.

What you'll do

As a Global Technical Escalation Engineer at Agoda, you will be responsible for managing and resolving technical escalations from various teams. You will work closely with engineering and product teams to identify root causes of issues and implement effective solutions. Your role will involve analyzing data to improve system performance and customer satisfaction. You will also be tasked with documenting processes and creating knowledge base articles to enhance team efficiency.

Collaboration is key in this role, as you will partner with cross-functional teams to ensure seamless communication and resolution of technical challenges. You will participate in regular meetings to discuss ongoing issues and share insights on potential improvements. Your contributions will directly impact Agoda's ability to deliver exceptional service to its customers.

What we offer

Agoda provides a dynamic work environment where innovation is encouraged. You will have the opportunity to grow your career within a leading online travel agency, working alongside talented professionals from around the world. The company values diversity and fosters a culture of inclusivity, ensuring that every team member feels valued and empowered. Competitive compensation and benefits are part of the package, along with opportunities for professional development and training.