Software Development Engineer II

Travelport; Barcelona; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An exciting opportunity awaits a talented Production Support Analyst in sunny Barcelona. This role involves working closely with customer support teams to troubleshoot and resolve issues on a Point-of-Sale application. The ideal candidate will have a proactive attitude and superb communication skills, enabling them to provide root cause analysis and recommendations for improvements. Join a dynamic team that values initiative and innovation, while enjoying a competitive salary, yearly bonuses, and a range of attractive perks. If you thrive in a fast-paced environment and are eager to make a difference, this is the perfect role for you!

Servicios

Private Medical Insurance

Pension Plan

Meal Tickets

Gym Subscription

Generous Holiday Allowance

Flexi Fridays

Yearly Bonus

Formación

• 3+ years in customer support for cloud-based applications.
• Experience with RESTful APIs and XML.
• Familiarity with Agile methodologies and DevOps practices.

Responsabilidades

• Troubleshoot and analyze customer-reported issues on applications.
• Create monitoring alerts and dashboards using Splunk and DataDog.
• Provide recommendations for improvements based on reported issues.

Conocimientos

Interpersonal Skills

Communication Skills

Problem-Solving

Multitasking

Proactive Attitude

Herramientas

Splunk

DataDog

Jira

Descripción del empleo

We currently have an exciting opportunity for a talented Production Support Analyst to join our team in sunny Barcelona, Spain. Based in Barcelona, you will be part of the Application Support Team and responsible for receiving issues on the Point-of-Sale application from Help Desk teams, troubleshooting, performing initial diagnosis, providing root cause analysis, and escalating them to other teams (network, development, when applicable), providing meaningful up-to-date status and making recommendations for improvements.

Main responsibilities

1. Interact with level 1 and 2 support teams, who receive the issues from customers.
2. Reproduce, troubleshoot, analyze, and investigate the root cause of the issues based on alerting, monitoring, logging using tools like Splunk and DataDog.
3. Create monitoring alerts and dashboards using tools like Splunk and DataDog.
4. Provide recommendations for improvements based on reported issues.
5. Maintain troubleshooting guides and other support-related documentation.
6. Attend troubleshooting calls with customers if needed.
7. Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.
8. Escalate issues to other teams, depending on the area impacted, which might be (but not limited to) Infrastructure, Platform, Development, Product.
9. Keep up-to-date status of the issues received and prioritized.
10. Understand user experience and functionality in the application, and be aware of new capabilities/features introduced in every release of the product.
11. Participate in any testing activities and validation.
12. Be part of the 24x7 support team.

Who would succeed in this role

1. Experience:
2. 3+ years proven experience in customer support activities on Desktop and Web-based and cloud-based applications, being able to understand customer-reported issues - research, analyze and recommend improvements.
3. Experience in understanding log files from microservices-oriented applications.
4. Experience in Web Services technologies: RESTful APIs, XML.
5. Familiarity with Product development and release cycles.
6. Exposure to Agile methodologies (Scrum, Kanban, SAFe) and DevOps culture/practices.
7. Experience with Jira for Requirements/Story management and work management tools is a plus.
8. Experience in the Travel industry and knowledge of Galileo and/or Apollo GDS is a huge plus.
9. Experience in Splunk or DataDog Observability is a huge plus.

Skills: Superb interpersonal, written and verbal communication skills. Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary. Have a proactive ‘can do’ attitude. Takes the initiative – doesn't wait to be told what to do. Constantly coming up with small improvements or big new ideas, together with a pragmatic approach. Have the ability to multitask and prioritize within a continuously changing environment. Be dynamic and self-motivated with a high level of energy and enthusiasm. Meets or exceeds expectations on process turnaround for assigned tasks and follow-ups, and issue resolution to closure.

These are just a few of our employees’ favorite benefits/perks…

Competitive base salary, yearly bonus, private medical insurance, pension plan, meal tickets, gym sub, very generous holiday allowance, flexi Fridays and more!!