Customer Support Engineer

• Technical Problem Solving: Debug and troubleshoot technical issues for our enterprise customers, including complex API queries and integration challenges. Debug booking failures across multiple API integrations using distributed traces and monitoring tools. Write scripts to reproduce issues and use command-line tools (curl, jq, grep) for API testing and log analysis. Serve as a technical point of contact and resolve escalated issues in collaboration with internal developers.

• Knowledge Transfer and Automation: Document solutions and create knowledge base articles to empower the wider team. Build runbooks for supplier-specific debugging procedures. Identify opportunities to automate workflows and support processes to improve efficiency and response times. Create scripts to automate repetitive debugging tasks.

• Customer-Centric Engagement: Provide direct, hands-on support to customers, addressing their technical needs and ensuring a positive experience. Translate complex technical failures into clear business impact for stakeholders.

• Cross-Functional Collaboration: Work closely with the Customer Success team to understand customer needs and ensure technical solutions are aligned with business goals. You'll also have the unique opportunity to collaborate directly with our core engineering team to improve product functionality, logging, and other key technical areas, ensuring our platform is as robust and easy to support as possible.

• Continuous Improvement: Proactively identify areas for improvement in our support processes and contribute to a culture of continuous learning and excellence within the team. Analyze incident patterns using SQL queries to identify systemic issues.

• Education: Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field, OR equivalent practical experience with demonstrable technical skills.

• Experience: Approximately 3 years of experience in a technical support or engineering role, preferably supporting enterprise-level products. Proven experience debugging REST API integrations in production environments.

• Personal Attributes: A motivated, adaptable individual contributor who is ready to take on new challenges. Strong analytical, problem-solving, and communication skills are required. Systematic debugging approach with attention to detail. A passion for technology and a commitment to helping customers succeed

• Proven experience troubleshooting issues in complex, multi-component systems
• Scripting proficiency (2+ years with Python, JavaScript, Ruby, Go, or similar) for API interaction and automation
• Strong command-line skills using tools like curl, jq, grep for API testing and log analysis
• SQL proficiency for analyzing data patterns and identifying systemic issues
• Experience with API testing tools (Postman, Insomnia, or similar)
• Understanding of HTTP protocols, status codes, and authentication methods
• Git proficiency for accessing documentation and configuration
• Basic understanding of software development principles
• Openness to learning and applying new technologies, especially AI and automation tools

• Experience with APM tools (DataDog, New Relic, AppDynamics)
• Knowledge of distributed systems, microservices, and circuit breaker patterns
• Understanding of travel industry APIs and booking systems
• Experience with JSON/XML parsing and data transformation.

• Competitive salary and performance-based incentives.
• Remote or Hybrid work set up.
• Health insurance coverage for you and your family.
• €500 a year discount on travel itineraries booked through our platform
• Home office setup voucher redeemable at partner retailers.
• Your birthday off, plus additional holidays based on years of service.
• Modern offices located in the heart of Lisbon and Zurich.
• A clearly defined career path for progression within the Customer Engineering function, based on achieving milestones and demonstrating key competencies.
• Supportive team culture with mentorship from experienced leaders.

Nezasa