Senior Product Support Engineer

The Hotels Network; Gent; Sur place; EUR 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Flexible working environment

Flexible time off

Career development workshops

Mobility options

Competitive compensation

Comprehensive health insurance

Pension funding

Referral bonuses

Résumé du poste

The Hotels Network in Ghent is seeking a Senior Product Support Engineer to manage technical escalations and bridge Customer Operations and Engineering. In this role, you will lead investigations, mentor colleagues, and own technical documentation.

Fluency in English and experience with tools like Python, SQL, Jira, and Confluence are essential. Embrace a flexible working environment and contribute to impactful projects.

Qualifications

• Proven experience in a product support or engineering role.
• Fluency in English, both written and spoken.
• Exceptional troubleshooting skills and analytical thinking.

Responsabilités

• Own complex technical escalations across core product verticals.
• Lead investigation and resolution of product escalations.
• Mentor team members and share knowledge.

Connaissances

Product support experience

Python

SQL

Jira

Confluence

Troubleshooting

Analytical thinking

Clear communication

Outils

AI tools

Claude Code

JavaScript

Zendesk

Description du poste

Job Details

• Department: Engineering
• Location: Belgium - Ghent
• Employment type: Full Time/Hybrid

What you will do

As a Senior Product Support Engineer, you will own complex technical escalations across one of our core product verticals, either non-integrated products or integrations, depending on your profile. You are the connection point between Customer Operations and Engineering, the person who figures out what is actually wrong and either fixes it or gets it to the right team. You have minimal direct customer contact, but every resolution you own directly shapes their experience.

Where you will have impact

• Lead the investigation and resolution of complex product escalations, driving them to a conclusion or escalating with a clear root cause.
• Monitor product data health proactively, identifying and resolving accuracy issues before they surface to customers.
• Mentor team members on technical approach and share knowledge across the team.
• Own technical documentation in Confluence that enables Customer Operations to solve more independently.
• Work closely with Engineering and Product teams to align on root causes and prioritize fixes.
• Spot patterns in recurring issues and propose structural fixes that reduce future volume.
• Contribute to the team's automation and AI tooling layer, building workflows that make the whole team more effective.

About our team

We sit at the intersection of Customer Operations and Engineering. Around 40% of what comes in we resolve entirely ourselves. The rest we escalate with a clear root cause and investigation trail. We use AI tooling and Claude Code as standard parts of how we work.

What’s in it for you

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High‑bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Mobility options: Mobility budget or company car (based on your job category).
• Competitive compensation: Proactively maintained to value your work.
• Net allowance: to support home office related expenses.
• Vouchers: lunch vouchers & eco vouchers.
• Comprehensive health insurance: Extensive coverage for you and your dependents.
• Pension funding: Group insurance to secure your future.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• Proven experience in a product support or engineering role.
• Able to read, debug, and work with Python and SQL using AI tools.
• Comfortable working with AI-assisted workflows (Claude Code or equivalent).
• Hands‑on experience with support and documentation tools like Jira and Confluence.
• Exceptional troubleshooting skills and analytical thinking, comfortable working across unfamiliar systems and products.
• Clear and effective communication, capable of translating technical details for both technical and customer‑facing audiences.
• You take ownership of escalations without waiting to be told, and you know when to pull others in.
• You care more about getting to the root cause than closing the ticket.
• Fluency in English, both written and spoken.

We welcome

• Experience writing Python, beyond reading and debugging.
• Experience building or maintaining AI‑assisted workflows or automations in a support or engineering context.
• Experience with JavaScript.
• Advanced experience with Jira and Confluence, such as creating automation rules or custom reporting.
• Familiarity with Looker for reporting and data insights.
• Familiarity with the hospitality industry or hotel technology landscape.
• Understanding of hotel related data or PMS systems.

Technologies you will work with

Python, SQL (BigQuery), JavaScript, Claude Code, N8N, Rundeck, Rootly, VSCode, Postman, Jira, Confluence, Google Workspace, Zendesk, Intercom, macOS

Diversity, equity, inclusion, and belonging

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we’ve described, but you’re passionate about what we do and are a quick learner, we’d love to hear from you!