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Level 2 Support Engineer

About the Role:

We are looking for a startup-minded Level 2 Support Engineer with a technical background to help our engineering team scale. He/she will be a member of our global Support team with the goal of supporting high-quality product that evolves at a very rapid pace. A successful Engineer will be a core contributor to our Support team. You will work with a highly motivated, diverse, and thoughtful group.

On a day to day basis, respond to cases submitted by customers and escalated by our level 1 support team. Determine if the issues are product defects or configuration errors using tools such as Kibana, New Relic, and application logs. Prioritize any product defects to the appropriate team for further resolution. Follow up on open issues until they are resolved. Communicate status to level 1 support and management. 

 

Qualifications:

  • 3-5 years in a Support role
  • Strong knowledge of web standards
  • Bachelor’s Degree in engineering, ideally Computer Science or Systems
  • English-speaking, with strong written and verbal communication - able to relate to engineers
  • Excellent troubleshooting and analytical skills
  • Ability to prioritize issues and escalate appropriately
  • Comfortable performing SQL queries 
  • Ability to work US hours, covering 10AM ET to 6PM ET

 

About ALICE:

ALICE is the all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, and Hyatt Hotels Corporation. ALICE is the 2019 Forbes Travel Guide Brand Official Staff Technology Platform, an Inc. Best Workplaces of 2019, winner of Best Concierge Software, and Finalist for Staff Collaboration, Housekeeping, Facilities Maintenance Management, and Preventative Maintenance software at the 2020 HotelTechAwards.

We’re a remote-first team: We’re proud of the fact that almost half of ALICE’s team works remotely, calling 14 different countries home. We consider ourselves global thinkers and travelers. Instead of adapting our processes for our remote employees after-the-fact, we built processes with them in mind, constantly testing for how they hold up and enhancing them.

Perks and Benefits:

  • Remote-first work culture
  • Mentorship program and continued learning opportunities
  • Hackathons and engineering off-site
  • Local holidays and flexible paid time off
  • Interesting and challenging projects
  • Competitive Salary
  • Engaging team events

Read more about what it’s like to work at ALICE: 

 

ALICE hosts both in-person and remote events for our global team.

 

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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