Lead Support Engineer

Posted 3 weeks ago
32 Visits

AZDS is the global leader in providing digital marketing, technology and booking engine partner services to luxury hospitality brands. Our expertise is in creating full-funnel digital conversion-focused experiences for an elite group of discerning partners that not only bring their brand to life in exceptional new ways, but drive increased bookings and revenue. We create immersive 360-degree digital ecosystems that optimize every step along the guest journey for High Net Worth and Uber-HNW travelers. From go-to-market efforts to website development to booking engine integrations, AZDS offers a premier full-service partnership approach across all our clients' owned channels that makes their jobs easier, drives increased revenue, and provides full-funnel guest analytics across a fully integrated digital experience. Our clients, the world's most discerning luxury hoteliers across 6 continents, trust us with their brands and their business. We pride ourselves on our laser focus with an elite group of clients, our proven results in driving conversion, our first-class responsive service, and our ability to innovate and drive results as true extensions of our clients' teams.

Job Description:

We are looking for a hand zone and experienced Lead Support Engineer to join our IT team. In this role, you will be responsible for processing support requests together with leading and managing support activities, ensuring SLA of the requests, and maintaining effective communication with stakeholders. You will play a pivotal role in troubleshooting the most complex scenarios, process improvement and building collaboration with the Dev team.

Key Responsibilities:

Leadership and Task Management:

Lead and autonomously organize support activities, ensuring efficient task management, prioritization, and improvement of processes to align with project and team needs.

Develop a collaborative work environment, fostering strong team relationships, and mentoring team members to enhance their professional maturity.

Customer Support and Communication:

Handle and prioritize various support requests from different channels, including Zendesk, ensuring timely and effective responses.

Engage in advanced listening and communication, asking targeted questions to quickly understand customer issues and providing regular, timely updates on progress.

Technical Problem Solving:

Diagnose and troubleshoot technical issues in booking engine products, including JavaScript/network debugging and logs reading.

Properly escalate unresolved issues to appropriate internal groups (product manager, development team, support team lead).

Document technical knowledge in the form of notes and run books, and utilize creative problem-solving techniques to encourage innovation.

Reporting and Proactive Improvement:

Prepare accurate and timely reports, detailing progress and identifying areas for process enhancements.

Proactively promote monitoring, reporting, and other solutions to prevent future problems and ensure continuous improvement.

Global Team Interaction:

Work effectively in a multicultural environment, engaging with diverse teams across different time zones and developing strategies for effective remote collaboration.

Professional Development:

Stay updated with the latest technology and business domain trends to maintain a competitive edge and adapt to evolving industry standards.


English level - B2/B2 ( ability to conduct communication meetings with other EN teams )

Proven experience of more than 5 years as a Lead Support Engineer or similar role.

Strong techbackground in:

Javascript (would be a plus)

Monitoring/Troubleshooting of frontend applications including reading of the logs dashboards (must)

REST API (would be a plus)

Creating/following runbooks (must)

SynXis Platform (Sabre) (would be a big plus)

Accor Platform (would be a big plus)

Would be a plus to have a background in a Hospitality domain.

Excellent problem-solving, communication, and mentoring skills.

Ability to operate in a fast-paced and dynamic environment.

Job offer details
Contract types
Fixed-term contract
Working time
Full time
Language(s) spoken
English (Advanced)
Salary range
USD 3000