Technical Support Engineer

Ireckonu - Hotel Middleware & CDP+; Amsterdam; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Office in Amsterdam (Olympic Stadium)

Hybrid work 2 days/week

Learning & development budget

Daily lunch

Dog-friendly office

Team events & outings

Friday beer & social

Job summary

Ireckonu is seeking a Technical Support Engineer to be the first line of defense for our Azure Cloud infrastructure and integrated systems. You will deliver hands-on technical support to hospitality clients, troubleshoot issues, and collaborate with internal teams to maintain system performance and reliability.

Join a global client base, work in a hybrid model at our Amsterdam office, and help drive continuous improvement through documentation and runbooks.

Qualifications

• 2-5 years in a technical support or IT operations role.
• Experience in SaaS or cloud-based environments.
• Proficient in managing Microsoft Azure environments.
• Strong SQL knowledge and troubleshooting.
• Excellent communication and customer-facing skills.

Responsibilities

• Serve as first point of contact for Azure cloud platform inquiries.
• Provide technical assistance via ticketing, email, and chat.
• Troubleshoot performance, connectivity, and integrations.
• Escalate complex issues with clear documentation.
• Monitor and maintain cloud infrastructure and tools.
• Use Azure Monitor, Log Analytics, and Application Insights to detect anomalies.
• Collaborate with developers to fix bottlenecks.
• Support deployments, configurations, and testing of new features.
• Work with project managers and customers to ensure smooth rollouts.
• Contribute to internal docs and runbooks.

Skills

Azure

SQL

Documentation

Communication

Customer focus

Scripting (PowerShell, Python)

Tools

Azure Monitor

Log Analytics

Application Insights

Job description

Your mission

As a Technical Support Engineer at Ireckonu, you will be the first line of defense in ensuring the smooth operation of our Azure Cloud infrastructure and integrated systems. You'll provide hands-on technical support to our hospitality clients, resolve incoming issues efficiently, and collaborate with internal teams to maintain system performance and reliability. This role is ideal for someone with strong troubleshooting skills, a customer-first mindset, and a solid foundation in cloud technologies.

You will work closely with other Technical Support Engineers, escalating complex issues when needed, and play a key role in maintaining high service standards across our global client base.

You will

• Serve as the first point of contact for customer inquiries related to our Azure Cloud platform and integrated systems.
• Provide timely and effective technical assistance via ticketing systems, email, and chat.
• Troubleshoot and resolve issues related to system performance, connectivity, and integrations.
• Escalate unresolved or complex issues to Support Analysts or Engineering with clear documentation.
• Monitor and maintain cloud infrastructure, application software, and system tools.
• Use tools like Azure Monitor, Log Analytics, and Application Insights to detect and address anomalies.
• Identify performance bottlenecks and collaborate with developers to implement solutions.
• Assist in the deployment, configuration, and testing of new features or integrations.
• Work with project managers and customers to ensure smooth rollouts and implementations.
• Support QA and UAT processes by validating technical functionality.
• Work closely with Account Managers and software partners to understand customer needs and system capabilities.
• Contribute to internal documentation, runbooks, and support process improvements.
• Participate in continuous improvement initiatives based on customer feedback and system insights.

Your profile

• 2-5 years in a technical support or IT operations role, preferably in a SaaS or cloud-based environment.
• Experience in a startup/scale-up environment or a startup mindset (adaptability, ownership, and proactive).
• Experience in hospitality tech, customer relations or customer-facing software support is a strong plus.
• Proficient in managing and monitoring Microsoft Azure environments.
• Strong SQL knowledge and experience with querying and troubleshooting relational databases.
• Familiarity with tools like Azure Monitor, Log Analytics, and Application Insights.
• Understanding of deployment pipelines, system integrations, and troubleshooting methodologies.
• Basic scripting or coding knowledge (e.g., PowerShell, Python) is a plus.
• You are an expert in creating documentations.
• You are able to simplify technical processes and communicate them clearly to diverse audiences.
• You are an expert in customer-experience and have great communication skills.
• You can juggle different priorities and have great time management skills.

About Us

Ireckonu is on a mission to be the world's most trustworthy Customer Data Platform, empowering hotels with truly reliable insights and streamlined software to create unforgettable guest experiences. We are proud to be trusted by CitizenM, Okura, Mandarin Oriental Hotel Group and many more. By joining Ireckonu, you become part of a diverse, international team where you're empowered and challenged to grow, and where we celebrate our wins together.

By joining Ireckonu, you will enjoy the following

Prime location & flexibility

Our office is located inside the Olympic Stadium in Amsterdam. While we value bringing people together because we believe that boosts our best work, we also offer the possibility to work from home 2 days per week.

Development

We are committed to making sure to grow our colleagues together with the company and provide an annual learning and development budget. We believe in continuous learning and development.

Dynamic & collaborative culture

We work together and celebrate together. With your annual company events and team outings, we make sure to keep our team spirit high.

Daily lunch

We care about our colleagues and to create an optimum working environment, we provide a healthy and hearty lunch every day.

Remote working

Our business revolves around hospitality. We provide the possibility to work remotely 3 weeks a year and combine work with travel or spending time with your loved ones abroad.

Special Fridays

Every Friday, we order a special lunch and get together at the end of the day to enjoy beers from our in-house beer tap to have a nice start to the weekend!

Did you know?

• One of the best indicators of our competitiveness is having an in-house racing simulator, where we like to challenge ourselves for those top positions on the leadership board.
• We are a dog-friendly office and have 2 office dogs, Loki and Pepper, who spread joy, tail wags and top-tier emotional support.
• Some of the people who were part of when Ireckonu was founded back in 2014, are still with us today. This is a testimony to being dedicated to the company's journey and growth within the company.