Technical Support Engineer

Your mission
As a Technical Support Engineer at iReckonu, you will be the first line of defense in ensuring the smooth operation of our Azure Cloud infrastructure and integrated systems. You'll provide hands-on technical support to our hospitality clients, resolve incoming issues efficiently, and collaborate with internal teams to maintain system performance and reliability. This role is ideal for someone with strong troubleshooting skills, a customer-first mindset, and a solid foundation in cloud technologies. You will work closely with Support Analysts, escalating complex issues when needed, and play a key role in maintaining high service standards across our global client base.

You will

• Serve as the first point of contact for customer inquiries related to our Azure Cloud platform and integrated systems.
• Provide timely and effective technical assistance via ticketing systems, email, and chat.
• Troubleshoot and resolve issues related to system performance, connectivity, and integrations.
• Escalate unresolved or complex issues to Support Analysts or Engineering with clear documentation.
• Monitor and maintain cloud infrastructure, application software, and system tools.
• Use tools like Azure Monitor, Log Analytics, and Application Insights to detect and address anomalies.
• Identify performance bottlenecks and collaborate with developers to implement solutions.
• Assist in the deployment, configuration, and testing of new features or integrations.
• Work with project managers and customers to ensure smooth rollouts and implementations.
• Support QA and UAT processes by validating technical functionality.
• Work closely with Account Managers and software partners to understand customer needs and system capabilities.
• Contribute to internal documentation, runbooks, and support process improvements.
• Participate in continuous improvement initiatives based on customer feedback and system insights.

Your profile

• 2–5 years in a technical support or IT operations role, preferably in a SaaS or cloud-based environment.
• Experience in a startup/scale-up environment or a startup mindset (adaptability, ownership, and proactive).
• Experience in hospitality tech, customer relations or customer-facing software support is a strong plus.
• Proficient in managing and monitoring Microsoft Azure environments.
• Strong SQL knowledge and experience with querying and troubleshooting relational databases.
• Familiarity with tools like Azure Monitor, Log Analytics, and Application Insights.
• Understanding of deployment pipelines, system integrations, and troubleshooting methodologies.
• Basic scripting or coding knowledge (e.g., PowerShell, Python) is a plus.
• You are an expert in creating documentations.
• You are able to simplify technical processes and communicate them clearly to diverse audiences.
• You are an expert in customer-experience and have great communication skills
• You can juggle different priorities and have great time management skills.

About Us
Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards. Led by our vision to accelerate digital transformation in the hospitality industry, we have continuously perfected our state-of-the-art CORE middleware solutions and wrap-around applications. This enables us to support both large international brands and small regional chains in their digital transformation journey. We are proud partners of some of the world's best hospitality brands, including CitizenM, Loews, and Mandarin Oriental Hotel Group.

All of these achievements are made possible by the passion, talent, and knowledge of our team. At Ireckonu, we take pride in our diverse range of nationalities and backgrounds, where every employee plays an important role in building an environment where hard work is recognized and rewarded.

Our core values define who we are:

Excellence –
At Ireckonu, we live excellence through our commitment to high standards, continuous improvement, and delivering outstanding products and services, driven by a culture of dedication and fueled by passion.

Partnership –
At Ireckonu, partnership fuels our core, fostering teamwork, trust, and innovation, building lasting customer & partner connections for mutual success.

Transparency
– At Ireckonu, we keep it simple – transparency means being open, honest, and sharing information to build trust and keep everyone aligned.