22 Jul, 2020

3rd Line Support Engineer

  • Guestline
  • Munich, Germany
Full time Customer Service

Job Description

At Guestline, we craft thoughtful products that help hoteliers effortlessly welcome and manage their guests. We are central to the lives of thousands of hotels and their fantastic staff around the world, our users interact with our software in many areas of their working day and we are here to make their lives more enjoyable, more productive and to help them provide a better service to their customers. It is this relationship that we help build between Hotels and their guests that mean we have vast scope for innovation, disruption, and enhancement every step of the way.
Our diverse international team is filled with ambitious and creative minds, spread across six countries, we have quickly grown to over 200 people and our plans are to continue our international expansion. We are a business approaching our 30th year in operation with deep and long-standing relationships, our history guides us and gives us a great position in the market, but it is our innovation and international expansion that will keep us successful.
Our growth has been fuelled by investment from Riverside PE, a leading US Private Equity firm who have a strong track record in supporting disruptive and ambitious businesses to become market leaders. As part of this growth we are increasing our investment in Germany from 2020 onwards.

About the opportunity


We are looking for a 3rd Line Support Engineer to join our global hospitality technology team. You will be the direct line of communication between our operational customer service team and our technical and developer teams who are responsible for all software design, development, and software delivery. 3rd line team members act as domain experts in all our software products; the software development workflow, defect management and deployment workflow including development of tooling support for those products.


As a team you will contribute and help influence the software development life-cycle, reporting areas for improvement e.g. bugs, performance problems and other software delivery issues that require detailed investigation that will in-turn improve customer experience.


Key Responsibilities


  • Work with and assist the software development team in reproducing and fixing reported bugs or issues
  • Collaborate with technical teams around software and platform tests, work on tooling to create smoother support experiences for our support teams
  • Work with and assist the operational teams in fixing or providing workarounds to reported problems resulting from configuration or software defects
  • Help with the authoring of technical documents with instructions or solutions to common and difficult problems
  • Maintain a positive and proactive attitude within the team, assisting in the smooth running of our deployed software suite
  • Collaborate with engineers to improve implementation and configuration of professional service processes
  • Provide a responsive and high level of service to multiple business departments, as well as directly to customers
  • Keep up to date with system and business developments


About you


  • You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not adverse to trying new things in order to deliver the best possible service
  • You're tech-savvy – you’re adaptable to learning new technologies and terminology, and take an interest in software development, back office tools and script development
  • You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
  • You relentlessly think Guest – thinking of the Guest comes second nature to Guestliners, we put a customer lens on all that we do
  • You’re super organised – you have the ability to manage multiple projects ensuring you prioritise workload accordingly
  • You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions
  • You’ve got a curious mind– you read around your subject and default to open when it comes to sharing knowledge
  • You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach
  • You’re proficient with Microsoft Excel – you’re able to utilise the functionality in Excel to build custom reports for our customers. You have experience in writing advanced reports and using links to external data to create these reports
  • You’re fluent in German with a good level of written and spoken English



Additional skills that could be beneficial


  • Working in a start-up or SME with autonomy to deliver in a greenfield role
  • Working experience of a full software development life-cycle
  • Understanding of continuous integration and deployment of software
  • Programming, scripting and querying experience (such as .NET, SQL, PowerShell/Bash)
  • Knowledge of product management and backlog management
  • Experience with Microsoft Azure
  • Previous travel technology or PMS experience


What we can offer  


  • Competitive salary
  • 30 days holiday
  • Location: Munich, however we can offer remote working


Equal Opportunity


The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Guestline are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.


Data Privacy

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.


Once a person has taken up employment with Guestline, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Guestline has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

Remote (if apply)