Ireckonu - Hotel Middleware & CDP+

Support Analyst

Ireckonu - Hotel Middleware & CDP+

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

AzureCloudJavaScriptPythonSQL

About the role

  • 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

Requirements

  • 4–8 years in a technical support or customer-facing technical role in a SaaS or tech company
  • Experience in the hospitality industry is highly preferred
  • Strong understanding of REST APIs, JSON structures, and integration troubleshooting
  • Ability to read and understand code (e.g., JavaScript, Python, C#, or similar)
  • Experience with SQL and relational database structures
  • Experience with tools such as Postman, ZenDesk, Azure DevOps, and monitoring platforms
  • Understanding of cloud-based platforms and modern software architecture
  • Located in the United States, with an intention in working remotely
Benefits
  • 24/7 support coverage
  • Mentoring junior team members
  • Internal and external knowledge bases contribution
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
REST APIsJSONJavaScriptPythonC#SQLrelational databasesintegration troubleshootingtechnical documentationsupport KPIs
Soft Skills
communicationproblem-solvingmentoringteam collaborationcustomer satisfactionanalytical thinkingcontinuous improvementprofessionalismfeedback provisiononboarding assistance