Jobs at HotelKey

Supports software release engineering through cloud and DevOps tools, troubleshooting, SQL, and release-related workflows. Requires strong communication, problem-solving, teamwork, reliability, and willingness to work night shifts. The role includes a six-month probationary internship with potential conversion to a full-time position based on performance.

Customer-facing Business Analyst responsible for gathering client requirements, translating them into user stories and functional specifications, mapping data flows, testing integrations, supporting UAT, troubleshooting data issues, and monitoring SLA performance. The role collaborates with product and engineering teams, uses SQL and database tools for auditing, executes API tests with Postman, documents workflows, and reports project and integration status.

Provides technical support and analysis by troubleshooting database and application issues, reviewing logs, and collaborating with Engineering, Product, DevOps, and Support teams to resolve technical problems. Requires experience with MySQL, Java, and Python, along with strong analytical and troubleshooting abilities.

Manage company projects from scope definition through completion, ensuring delivery on time, within budget, and within scope. Coordinate internal teams, clients, vendors, resources, schedules, risks, budgets, and documentation. Track performance, manage changes, report progress, and maintain stakeholder relationships. Lead project teams, delegate tasks, develop project plans, and create spreadsheets, diagrams, and process maps. Strong communication, organization, multitasking, and Microsoft Office skills are required.

Investigate and resolve complex application and database issues through SQL queries, log analysis, backend data corrections, and root cause analysis. Coordinate with Product, Development, QA, and DevOps teams on production incidents, validate fixes and releases, manage support tickets within SLAs, and document troubleshooting activities.

Manages client accounts during the first 30 days after cutover, supporting onboarding, product setup, training, adoption, and issue resolution. Engages customers through scheduled touchpoints, documents interactions in JIRA and team trackers, shares helpful resources, follows SOPs, and meets performance targets. The role also identifies upselling and cross-selling opportunities, escalates issues, attends team meetings, and maintains current product knowledge.

Plan and execute manual and optional automated software testing across functional, integration, regression, performance, usability, and boundary scenarios. Track defects, verify fixes, document test coverage, report quality status, and collaborate with developers, product owners, and designers. Improve QA processes, workflows, testing environments, and standards while validating software against functional and performance requirements.

Provides frontline technical support by managing ticket workloads, diagnosing standard issues across core business platforms, monitoring daily operations, and escalating complex problems to senior team members. The role supports operational reliability and timely resolution of incoming requests. Required skills include B2-level English proficiency, basic to intermediate SQL, and intermediate to advanced spreadsheet use. Experience with technical support, ServiceNow, or Salesforce is preferred.

Coordinate software implementation projects for clients, including requirements gathering, HotelKey PMS configuration, data migration verification, technical support, client training, and documentation. The role partners with client IT teams and senior implementation leads while helping ensure successful system adoption and client satisfaction.

Provide enterprise technical support by diagnosing complex application, database, operating system, and AWS issues. Investigate SQL data problems, trace Java code in IntelliJ IDEA, inspect CloudWatch logs and SQS queues, monitor system performance, assist deployments, document resolutions, and escalate issues appropriately. The role may participate in an on-call support roster.

Manage virtual front desk and concierge operations through video kiosks, phone systems, and digital messaging. Facilitate guest check-ins and check-outs, reservations, room keys, inquiries, and issue resolution while coordinating housekeeping and maintenance requests with on-site teams. The role requires polished communication, hospitality skills, digital literacy, schedule flexibility, and a camera-ready presence.

Implement and deploy HotelKey PMS properties, configure client solutions, migrate legacy data using ETL, verify data loads, provide technical support, train users, and create software documentation. The role requires client collaboration, requirements gathering, troubleshooting, basic SQL, Python, AWS, XML, and JSON knowledge, along with rotational-shift availability.

Manages virtual concierge and front desk operations through video kiosks, phone systems, and digital messaging. Handles digital check-ins and check-outs, room keys, guest credential verification, reservations, room allocations, inquiries, complaints, and coordination with housekeeping and maintenance teams. Provides professional, camera-ready guest service while troubleshooting minor system issues and working rotating shifts, including weekends, evenings, and holidays.