Ireckonu - Hotel Middleware & CDP+

Support Engineer

• Act as a primary point of contact for technical issues via email, chat, and ticketing systems
• Diagnose and resolve issues related to APIs, integrations, and platform behavior
• Investigate logs, code snippets, and system behavior to identify root causes
• Escalate complex issues with well-documented technical requirements to Engineering or Product teams
• Maintain clear, professional, and timely communication with clients throughout the support lifecycle
• Analyze API payloads (REST/JSON), logs, and database queries to troubleshoot issues
• Write clear and concise technical requirement documents for escalations
• Document recurring issues and propose improvements to reduce support load
• Work closely with Customer Success, Product, and Engineering teams to ensure client satisfaction
• Provide structured feedback to internal teams based on recurring issues or customer pain points
• Mentor junior support analysts and assist in onboarding new team members
• Participate in team meetings and contribute to continuous improvement initiatives
• Monitor support KPIs such as ticket resolution time, CSAT, and issue trends
• Assist in preparing reports and insights for internal stakeholders
• Use monitoring tools to proactively identify and address system anomalies

Support Analyst