Support Engineer

## About the role Support Engineer KYC Hospitality is the Global Technology Ecosystem for Hotels, focused on revolutionizing the archaic, legacy technologies that have plagued our industry for decades, as well as introducing deep AI-focused features to enhance daily operations and the Guest experience. Our team includes Founders and Executives from many of the world's most iconic brands, including Ritz Carlton, Four Seasons and InterContinental. We are funded by several of Silicon Valley's most legendary investors as well as highly respected investors from around the world. ## Role Overview The Support Engineer is responsible for ensuring customer success at the product, data, and engineering levels, as the bridge between our engineering teams and both our customer-facing teams and our customers. Our Support Engineers must be very customer-focused and service oriented, while maintaining a deep technical understanding of our product and data, as well as our customers' systems, data, and integrations. As the customer and engineering bridge, Support Engineers must be able to work in both worlds, as service-oriented participants in customer calls, and as deep technical experts in product and engineering meetings. Our Support Engineers need to be very detail-oriented, with organizational and problem-solving skills, plus the ability to present well and communicate clearly with both customers and internal teams. ## Responsibilities - Handle and manage customers' technical issues and requests - Handle and manage customers' product and feature requests - Assist customers with new setup, configuration, and troubleshooting - Set up and manage data interfaces to our customers' systems - Extract and present data summaries for customers and internal analyses - Participate in product, feature, and customer discussions - Document customer interfaces, data, and troubleshooting processes - Work closely with the engineering and QA teams on customer issues - Troubleshoot bugs and other problems - Help continually improve customer interfaces, support processes, and documentation - Maintain high standards for communications ## What We Are Looking For ### Qualifications - Proven experience working with SaaS customers on their success - Software development experience in modern SaaS applications - Understanding of data, APIs, interfaces, and their support and management - Great team player and able to work efficiently with minimal supervision - Understanding of security and scaling aspects for full-stack web applications ### Required Skills & Experience - Minimum 2 years of customer-facing support engineering experience - Software development experience - Data analyses experience - Exceptional attention to detail - Excellent analytical and problem-solving skills ### Helpful Skills & Experience - Hotel operations or IT experience - Experience with testing platforms, data, and tooling - Professional services experience ## Character We're a tight-knit team. Every one of us genuinely loves what we do; we love KYC and we're in this