Product Support Engineer

About the role

The L2 Incident Management Specialist provides advanced technical support for the Advanced Central Reservation System (ACRS), a cloud‑based platform used by leading hotel brands worldwide. You will own escalated incidents, troubleshoot complex reservation‑related issues, and collaborate with product, engineering, and operations teams to ensure platform stability and customer satisfaction.

Key responsibilities

• Own and manage escalated incidents from investigation through resolution.
• Troubleshoot complex issues involving reservations, inventory, pricing, distribution and system integrations by analyzing logs, APIs, message flows and application behavior.
• Partner with Product Management, Engineering, Technical Operations and customer‑facing teams to assess impact, determine root causes and restore service.
• Coordinate technical response during critical incidents, lead bridge calls and communicate progress to stakeholders.
• Document investigations, findings, workarounds and resolution steps to improve operational knowledge.
• Identify recurring issues, product defects and opportunities for operational improvements.

Required profile

• 3‑5+ years of experience in Level 2 Technical Support, Incident Management or similar role supporting complex SaaS or enterprise applications.
• Bachelor’s degree in Computer Science, IT, Engineering or related field, or equivalent professional experience.
• Strong analytical and problem‑solving skills with ability to collaborate across multiple teams.
• Customer‑focused, proactive and able to manage multiple priorities in a fast‑paced environment.
• Knowledge of ITIL practices and incident management processes is highly desirable.

Required skills

• Splunk
• Grafana and Thanos
• Azure
• APIs and Web Services
• XML and HTML
• SQL
• Postman

What we offer

• Competitive remuneration, individual and company annual bonus.
• Vacation and holiday paid time off, health insurance and other benefits.
• Work from anywhere: onsite, hybrid or fully remote.
• Professional development through online learning hubs.
• Diverse and inclusive workplace at a leading travel technology company.