Application Support Engineer

Job Category: Application Support Engineer

Industry: Hospitality Tech

Stack: NodeJS, GraphQL. Prisma, ReactJS, React Native, AWS, PostgresSQL

Employer: Confidential

Location: Remote, Latin America (Employer location: Austin, TX USA)

Job Description: Implementation Engineer

Company Overview:

This is a fully remote position with an Austin-based startup that is growing rapidly within the hospitality tech industry.

A mobile app that provides guests with a virtual check-in and improved guest experience. It allows self-check-in without stopping at the front desk, provides options to upgrade the room/stay, keyless entry to the actual room, order room service with a tap & more.

Growing rapidly, onboarding new clients (hotels) in the US & worldwide.

Looking for an Application Support Engineer to act as a liaison between their clients and the development team and provide support, configurations, and implementation.

Role Overview:

We seek a highly motivated Implementation Engineer who thrives in a dynamic environment. The ideal candidate will possess a sense of urgency, prioritize doing things the right way, and constantly seek improvement and scalability through documentation, process enhancement, and identifying opportunities for product or tool improvements. Excellent communication skills, both technical and non-technical, are essential as you will collaborate closely with our technical counterparts and business stakeholders. Additionally, you will work closely with the Project Manager and Client Success team, provide pre-sales support when needed, and serve as an escalation point for Support. Your ability to identify product gaps and opportunities and effectively communicate them to our product and engineering teams will be critical for success.

Responsibilities:

- Lead the technical aspects of client implementations, ensuring a smooth integration process.

- Understand each client's technical architecture and the integrations we will support.

- Educate and guide clients through the implementation process in collaboration with the project manager.

- Handle our configurations, vendor communication, and integration requirement gathering.

- Perform integration configurations and conduct end-to-end testing before approving on-site installation.

- Hand over the solution to the client for user acceptance testing (UAT) and support them through the approval and launch process.

- Ensure implementation quality and promptly raise risks and concerns to the project manager and stakeholders as needed.

- Occasional on-site installation and launch support will be necessary, as well as supporting field agents remotely.

- Assist in pre-sales and support escalation as necessary.

Qualifications and Skills:

- 2-3 years of technical client-facing experience, preferably in implementations for a SaaS start-up.

- Strong technical aptitude and a solutions-driven mindset.

- Natural curiosity and eagerness to understand how things work while staying focused on finding solutions and meeting timelines.

- Experience working with API integrations and debugging tools like Postman.

- Proficient in technical requirements gathering and documentation.

- Familiarity with networking architecture, setting up VPNs, and related troubleshooting skills.

- Proficiency in HTML, CSS, and basic email and web design.

- Experience working with databases, including advanced querying and basic updates.

- Familiarity with JSON and XML structured languages, REST, and SOAP APIs.

- Ideal candidate has a background in development with comfort in reading and debugging code.

- Previous experience with point-of-sale (POS) systems and access control or lock system installation or debugging is a major plus.

If you are a motivated individual with a passion for delivering exceptional technical solutions and enjoy working in a collaborative and fast-paced environment, we would love to hear from you. Join our team at Virdee and help us revolutionize the hospitality industry through innovative technology solutions.

Equal Opportunity Employer, Protected Veterans & Individuals with Disabilities:

Neither we nor our recruiting contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)