Customer Tech Support - Spanish - (REMOTE) Location Delhi Employment Type Full time Location Type Remote Department Global Support OverviewApplication At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together! What We Do… We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year. About the Customer Solutions Analyst role... Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with a myriad of diverse interpersonal and interdepartmental interactions, whilst learning invaluable and transient on-the-job skills. You will use your experience, personality, and people skills to make an immediate contribution to our team and positively impact customer loyalty and satisfaction levels. We want you to be our Customer Solutions Analyst - Spanish and English, where you will provide frontline technical assistance and support to SiteMinder customers globally. As the first point of contact, you will be a key asset in maintaining SiteMinder branding and providing the right resolution across our complete product suite and services. Your primary focus will be external customers across the globe, but our internal teams and partners will need your help too! What you’ll do… - Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums. - Identify customers’ specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs). - Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately. - Ensure all customer (internal and external) issues are logged accurately in SiteMinder’s CRM tool (Salesforce). - Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning). - Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback. - Test compatibility of new features with existing product features and systems, documenting observations and outcomes. - Keep up to date with technical and feature developments by attending workshops, reviewing internal publications, and participating in F2F and virtual training sessions. - Unlock the potential in our support process by identifying and taking ownership of improving our various methods and processes. What you have… - High level of customer service and analytical skills (able to think on the spot to efficiently analyse an issue, determine its root cause, assess impact, and reach a resolution). - Technical knowledge, especially from a hotel background. - Fluent in English and Spanish with excellent verbal and written communication skills. - Excellent problem-solving and troubleshooting skills. - Strong organizational and time management skills with attention to detail and a process improvement mindset. - Ability to effectively prioritize and execute tasks in a high-pressure environment. - Proven ability to manage remote working successfully in terms of teamwork, learning & development, productivity, and motivation. - Experience working in a high-volume, telephone-based, SLA- and KPI-driven environment. - Stakeholder management and ownership mentality when working across internal and external teams and partners. - Agility to operate seamlessly across several platforms and system environments simultaneously. - Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues. - Strong capacity for customer interaction and conflict resolution. - Ability to support a range of customers with differing needs and technical abilities, communicating technical information in an accessible manner to non-technical customers. - Innate curiosity, proactive mindset, and ability to think outside the box. - Strong business acumen and alignment to helping the support business achieve its goals. - Ability to travel to our office if required, at least three times a week. - Ability to work on shifting schedules, including weekends and holidays. Our Perks & Benefits… - Remote (from Delhi only) - Mental health and well-being initiatives - Paid birthday, study, and volunteering leave every year - Sponsored social clubs, team events, and celebrations - Employee Resource Groups (ERGs) to help you connect and get involved - Investment in your personal growth with training for advancement

• Manage AWS operations and lead incident response • Build infrastructure with Terraform and CI/CD • Improve reliability and provide day-to-day AWS operational support • Own incident, alert, and request triage, on-call response, and operational health of the client's AWS estate • Work closely with client platform and engineering teams to keep production stable while improving it • Participate in incident management and lead structured incident response and post-incident reviews • Manage the operational ticket queue and maintain clear communication to client stakeholders • Design and maintain scalable CI/CD pipelines for automated testing, deployment, and provisioning • Collaborate with software teams to integrate and deploy backend services and containerised applications • Implement security best practices and ensure compliance with relevant standards

• Provide remote L1/L2 technical support via phone, email, and chat. • Troubleshoot hardware and software incidents in enterprise environments. • Investigate problems in Windows Server, Linux, and VMware environments. • Analyze system behavior, identify causes, and provide technical solutions. • Assist customers in server configuration, installation, and administration processes. • Manage and document incidents in ticketing systems. • Collaborate with escalation teams for complex technical cases.

Role Description We are seeking a highly motivated and experienced Technical Support Engineer with hands-on expertise in VoIP systems, Managed Service Provider (MSP) environments, and IT Support. The ideal candidate will be responsible for providing technical support, troubleshooting VoIP and network-related issues, managing client environments, and ensuring excellent customer service. - Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems. - Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations. - Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services. - Monitor and respond to alerts generated by RMM and monitoring tools. - Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues. - Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions. - Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint. - Perform user account administration through Active Directory and Azure Active Directory. - Document troubleshooting steps, resolutions, and technical procedures. - Escalate complex issues to senior engineers when necessary. - Participate in system deployments, migrations, and onboarding projects. - Maintain high customer satisfaction through professional communication and timely issue resolution. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field (preferred). - 2+ years of experience in Technical Support, Help Desk, MSP, or IT Support roles. - Hands-on experience supporting VoIP solutions and SIP-based technologies. - Strong understanding of TCP/IP, LAN/WAN, DNS, DHCP, VPN, and firewall concepts. - Experience with Microsoft 365 Administration. - Knowledge of Windows Server, Active Directory, and Azure AD. - Experience using PSA and RMM tools such as ConnectWise, Datto RMM, NinjaOne, Kaseya, or similar platforms. - Excellent troubleshooting and problem-solving skills. - Strong verbal and written English communication skills. Requirements - Experience with 3CX, Asterisk, FreePBX, RingCentral, or similar VoIP platforms. - Familiarity with VMware, Hyper-V, and virtualization technologies. - Experience supporting cloud environments such as Microsoft Azure or AWS. - Knowledge of cybersecurity best practices. - Relevant certifications such as CompTIA A+, Network+, Microsoft, 3CX, or Cisco certifications are a plus. Benefits - Competitive salary package - Professional growth opportunities - Exposure to international clients and technologies - Collaborative and supportive work environment - Training and certification support