Senior Support Engineer

Description

Hi, we’re Actabl.

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you! Our mission is to empower the people that power hospitality. We’re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily. 
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

Your Role - Come Join Our Team!

In this role you will:

Provide technical expertise to escalated support issues. They will use various tools to diagnose challenges and use their knowledge to provide solutions to both internal and external customers. Collaborating with different teams is also essential

Typical Functions:

• Know our product inside and out.
• Expert knowledge on our database structure to create custom reports as well as export requested data
• Use SQL and queries to research customer issues where analysis requires access to databases. 
• Act as the escalation point for issues needing further investigation beyond initial support.
• Work closely with the Implementation team.
• Maintain a positive, empathetic and professional attitude.
• Communicate and coordinate with colleagues as necessary.
• Mediate meetings with clients and third party vendors

Requirements

Ideal Skills & Experience:

• Strong written and verbal communication, with the ability to translate ideas and questions between end users and engineers.
• Strong SQL or database skills
• Excellent documentation, troubleshooting, and analytical skills.
• Experience working with JIRA, Salesforce, or any other enterprise CRM tool. 
• Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support ) for issue resolution.
• Strong knowledge of web standards.
• Good understanding of API’s.
• Ability to read and write scripts.
• Solid communication, listening, and English writing skills.
• Ability to problem solve and resolve issues independently and quickly.
• Detail orientation and analytical mindset.
• Team contribution skills and a desire to teach others. 
• Organization skills and proven reliability: ability to work independently with little direction when necessary.

Key Competencies:

• Technical Knowledge and Know-How
• Debugging
• Scripting and Automation
• Strong Communication Skills
• Self-propelled
• Strong Collaborative Skills
• Empathetic

Work Environment:

This position will be part of our new downtown Denver office. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

We are a hybrid friendly company with office hubs located in Atlanta and Tampa, in addition to our new headquarters in downtown Denver. No matter where you live and work, you’re a part of the Actabl team. 

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