14 Sep, 2020

Third Line Support Engineer

  • Guestline
  • Munich, Germany
Full time Customer Service

Job Description

You could be a Third Line Support Engineer with proven experience in the use of web-based APIs and on-premise connectivity methods or a Second Line Support Engineer looking to take that next step in your career. We're just keen to find someone talented to join our global team right here in Germany!

You'll be the direct line of communication between our operational customer service team and our technical / developer teams who are responsible for all software design, development, and software delivery. This means that fluency in German and English is essential for the role as you'll be working customer queries too and it's key that they receive the very service.

Third 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 lifecycle, reporting areas for improvement eg 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/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/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

Additional Skills That Would Be Beneficial

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

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 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 fluent in German with a good level of written and spoken English

About Us

At Guestline, we craft thoughtful products that help hoteliers effortlessly welcome and manage their guests. We’re 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’re here to make their lives more enjoyable, more productive and to help them provide a better service to their guests. It’s 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 team is filled with bold, ambitious, and creative minds, spread across five countries, we’ve quickly grown to over 200 people. As a 25 year old company with deep and long standing relationships, our history guides us and gives us great position in the market, but it’s 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 ambitious businesses to become market leaders.

What we can offer

  • Competitive salary
  • 30 days holiday
  • Location: Our office is in 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 by us for 12 months after the recruitment process has been completed, it will then be 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)