Spotnana - Application Support Engineer (3-6 yrs)

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 industry's 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.