The Role
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.
Summary Generated by Built In
We are looking for a Technical Support Engineer who can provide enterprise-level support to customers. You will be the last line of defence before escalation — capable of reading code, querying databases, and resolving complex issues independently. You should have the ability to research, diagnose, troubleshoot, and resolve issues to clients' satisfaction.
Core Technical Skills Required
- SQL — query and debug production databases to investigate data-layer issues
- Java — read and interpret backend code to trace logic and identify root causes
- IntelliJ IDEA — navigate and search codebases; read stack traces and follow execution flow
- Linux / Windows — OS-level troubleshooting, log inspection, and process management
- AWS Services — familiarity with core AWS services used in troubleshooting.
Responsibilities
- Serve as the last line of support before escalation — investigate issues at the code and database level before passing to engineering teams
- Diagnose and troubleshoot issues by questioning clients in detail; resolve or escalate per defined procedures
- Write and execute SQL queries to investigate data-layer issues across environments (test, staging, production)
- Use IntelliJ to read and trace Java code; identify root causes in application logic
- Inspect AWS CloudWatch logs and metrics to identify application errors and performance issues
- Check SQS queue status and message flow to diagnose processing or integration failures
- Follow standard escalation procedures; provide accurate and prompt feedback
- Log all issues accurately; ensure proper documentation of findings and resolutions in the knowledge base
- Monitor daily system performance; assist with deployment of new software / versions
Skills & Experience Required
- SQL proficiency — ability to write queries, joins, and debug data issues in relational databases
- Java reading ability — comfortable navigating a Java codebase in IntelliJ IDEA to trace logic and identify issues
- Working knowledge of AWS services
- Proven experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician
- Strong problem-solving and communication skills
- Ability to provide step-by-step technical guidance, both written and verbal
- Willingness to learn and adapt to emerging technologies
Education & Certifications
- Bachelor's or Master's degree in Computer Science, Software Engineering, Information Technology, or a related field
- AWS Cloud Practitioner certification is a plus
Additional Information
- This role may be included in an on-call support roster. Willingness to participate is preferred.
Skills Required
- Proficiency writing SQL queries, joins, and debugging relational database issues
- Ability to read and interpret Java backend code
- Experience navigating Java codebases using IntelliJ IDEA
- Working knowledge of AWS services
- Experience as a Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician
- Strong problem-solving and communication skills
- Ability to provide step-by-step technical guidance in writing and verbally
- Willingness to learn and adapt to emerging technologies
- Bachelor's or Master's degree in Computer Science, Software Engineering, Information Technology, or a related field
- AWS Cloud Practitioner certification
- Willingness to participate in an on-call support roster
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The Company
What We Do
HotelKey was founded in 2015 and today counts seven large enterprise chains among its clients. HotelKey’s client portfolio includes roughly 1.25 million rooms live and over 18,000 hotels under contract, including more than 800 independent hotels, mainly in the U.S. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, along with a host of other products and services specifically designed for the hospitality industry
