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Spotnana

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3.4

based on 8 Reviews

1 Spotnana Application Support Engineer Job

Application Support Engineer

Spotnana

3.4

based on 8 Reviews

5-7 years

Pune, Bangalore / Bengaluru

1 vacancy

Application Support Engineer

Spotnana

posted 7d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service SQL Customer Support HTML Application Support Sabre

+ 1 more

Job Description

Are you ready for the best destination of your career?

Spotnana is transforming the $11 trillion travel industry by building modern infrastructure that brings freedom, simplicity, and trust to travelers worldwide.

Backed by over $115M in funding from top-tier investors, including ICONIQ, Durable, Mubadala, Madrona, and Sandberg Bernthal Ventures, we are addressing some of the travel industrys most complex challenges and we need your expertise to help us succeed.

We are looking for a team member with a strong customer service background to help us to provide a world-class customer experience. You will interact with B2B customers each week from around the world to resolve support issues and ensure a best-in-class experience for our customers and partners.

Responsibilities:

In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers needs, research each issue, provide solutions, and ensure the customer s needs have been completely met.
Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed\
Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering
Translate and distill complex technical analyses into customer-friendly explanations
Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary
Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.
Help to maintain process documentation and help center content as needed
Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience & Skills:

High level of English proficiency
3+ years of experience in a customer-facing support function.
Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.
Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
Ideally have already gained experience with database systems or SQL.
Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
Experience with major Cloud Platforms such as AWS.
Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
Must be customer service oriented - empathetic, responsive, patient, and conscientious.
Excellent interpersonal skills and the ability to build relationships with the team and with customers
Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred.

Let s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position s compensation range based on their skills, experience, qualifications, and other job-related specifications.

We care for the people who make everything possible - our benefits offerings include:

Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
Comprehensive benefit plans covering medical for self, spouse, children and parents, Free doctor consultations, Employee assistance program effective on your hire date.
18 Privilege leaves, 12 casual/sick leave days per year in additional to 12 company holidays, 4 company recharge/wellness days and an end of year company shutdown
Up to 26 weeks of Parental Leave
Monthly cell phone / internet stipend
Meal allowance
Wellness/Gym Reimbursement
Relocation assistance to new joiners
Employee retirement planning such as corporate NPS and EPF