Software Support Engineer, System Intelligence team (Bangkok based, relocation provided)

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel 

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team:  

The System Intelligence team is recognized as a single-point-of-contact for Agoda product features inquiries & system support. Apart from support duty, we are also quality advisory to IT scrum teams. Our main goal is to make development and support team processes more efficient, be the source of knowledge for Agoda Systems and improve product quality by pointing out problematic areas and suggesting improvements. We provide best-in-class support service to our stakeholders by having a broadened end-to-end product knowledge, building investigation tools and automated processes. For quality advisory, we closely collaborate/work with scrum teams to define best practices to bring quality to the next level. We are data driven, so by measuring our results, we continually innovate and improve our work. We are looking for others who have a standard of excellence, strong sense of ownership, great problem-solving and analytical thinking skills, and are always looking to learn and grow. 

The Opportunity: 

If you are looking for an exciting career in online travel booking platform features/system support and quality advisory to IT scrum teams, we want you! You will be a key team player involved in the ideation of new business requirements, expert in Agoda end-to-end system flows, continue our drive for better support process by improving efficiency of issue investigation, drive a culture of quality driven for scrum teams and get hands-on with development of investigation tools. They will need to closely collaborate with scrum teams/product owners to fix/improve quality to next level. We look for people who look to go from good to great, people who are willing to speak up and say together we can do things better.  

In this Role, you'll get to:  

• Deliver excellent support service and manage the needs of our stakeholders. 
• Become an expert in Agoda’s systems, products, and best practices in development and support team processes. 
• Reduce unnecessary support work to development teams. 
• Continuously identify work process improvements. 
• Create new documentations/tools to improve efficiency of issues investigation. 
• Define best practice of quality improvement which includes quality initiatives, coverage, measuring success and building in the right KPI/SLA to guarantee a high level of quality deliverable, proactive production monitoring and issue prevention. 
• Faster discover potential escaped bugs which could cause business financial losses. 
• Data driven analytic skill. Pointing out problematic areas and suggesting for improvements 
• Build on the Agoda quality culture to bring it into everything we do. Research, participate in workshops, try new approaches, innovate, experiment, and invent. 

What you'll Need to Succeed: 

• Bachelor’s degree in IT, Mathematics, Statistics, Analytics, or other relevant degrees 
• Proven of 4 years of experience in support-related
• SQL proficiency required: can extract data from large databases using SQL to develop data queries (nosql e.g. elastic search, postgresql?) 
• Quick learner, strong attention to detail  
• Data driven culture 
• Excellent analytical thinking and problem-solving skills including the ability to analyze and resolve complex problems 
• Organized and structured: can manage multiple, competing priorities and deliver results successfully  
• Eagerness to learn and contribute to the team 
• Excellent communication and comprehension skills: confident in communicating with people of differing levels of seniority, analytical understanding and from a wide variety of backgrounds  
• Good command of the English language 
• Ability to work in a fast-paced, dynamic, multicultural environment   
• prioritization 

It's Great if you have: 

• Experience in support duty  
• Advanced data analytics skills – scripting, calculations, statistics, advanced SQL, Grafana 
• Solid programming skill in any languages and ready to learn more  - C#, Java, Scala, Python are preferred. 
• Experience in tools and automation development 

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Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.