Technical Support Engineer

Job Description

NexTravel empowers businesses to have true ownership over the employee end-to-end booking experience. By providing simple and transparent solutions for our clients to set travel policies , track spend , and build in-depth reports , our clients can enjoy business travel without the complexities, hidden costs and time-consuming manual requirements. NexTravel is dedicated to providing easy and flexible solutions so our clients can travel smarter . As the Technical Support Engineer, you will leverage your creativity and technical skills in solving customer issues. You will become an expert in our database schema, API, and integrations and you will use this knowledge to troubleshoot and fix data, configuration, and other types of issues. You will find patterns and discover the root causes, preventing customers from running into similar problems again. As we modernize our platform, you will expand your technology proficiency learning of new AWS tools and services.

Responsibilities

• Investigate, reproduce, troubleshoot, and solve highly challenging technical issues.
• Drive timely incident resolutions while collaborating with Software Engineers, Account Managers, and other stakeholders.
• Gather evidence, document, and escalate issues as needed, clearly communicating the priority and severity.
• Implement script necessary to debug or correct technical issues.

You should apply if

• You understand how the technology works. You are able to troubleshoot complex interactions between software components and solve highly challenging issues.
• You have a good understanding of relational databases. You are able to write SQL queries spanning across multiple tables and handling data gaps.
• You can make, trace, and analyze API calls using tools like Postman, or other API clients.
• You can navigate yourself in the source code written in PHP, JavaScript, and similar languages.
• You can write short scripts supporting your day-to-day work investigating and resolving technical issues.
• You know how to use logs, monitoring tools, and other sources of data in order to find the root cause of a technical issue.
• You have attention to detail and a quality mindset. You won’t stop until you get to the bottom of it.
• You have a strong sense of empathy and a customer-first attitude.
• You make decisions based on data and evidence.
• You are self-motivated and able to multitask. You manage your time efficiently, following up on issues you own and moving to a higher priority task when needed.
• You constantly work to get better at your craft.
• You are always ready to share your knowledge to help your colleagues, and you understand that we all make mistakes.
• You are a thoughtful and friendly communicator.
• You thrive in environments supporting your growth, and where you can support others.

Bonus points

• BA/BS in Computer Science, or equivalent
• Experience working in the travel industry

Technologies we use

• JavaScript / Node / HTML / CSS
• React / Redux / React Native
• PHP / MySQL
• AWS / EC2 / S3 / RDS / Aurora / Docker

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