Technical Support Engineer
Santa Clara, California
We are looking for a self-motivated Technical Support Engineer, who can be an influential member of the Technology team. By engaging customers directly, using your technical chops, and coordinating with other stakeholders you will discover and design ways to integrate customers faster and use the Nor1 platform to its fullest potential. Integrations, new product roll-outs, and legacy product sunsetting can be challenging. You will own these and other critical issues as they surface. In fact, you'll implement tools that seek them out and ensure maximum customer success.
Provide post B2B sales technical support, implementations, and troubleshooting to customers via phone, web, and email.
Research and identify solutions to software, network, and hardware issues.
Use fault isolation, issue reproducibility, and root cause analysis skills to diagnose and solve complicated technical issues.
Manage support cases and ensure all cases are tracked, resolved in a timely manner, and effectively communicated to the customer and respective Nor1 teams.
Publish technical support findings and update user documentation to the Nor1 knowledge base.
Develop tools, monitoring, and procedures to reduce Mean Time to Repair.
Provide on-call support 24x7 on an as needed basis.
Contribute to DevOps projects: monitoring, escalations, and reliability of Nor1's software stack.
Travel may be required to customer sites in the event of a critical situation to expedite resolution.
BS degree in Information Technology, Computer Science or relevant field.
Knowledge of Python and MySQL.
Experience with Windows and Linux environments.
Familiarity of security and cryptography protocols (IPSEC, SSL-VPN, TLS, SHA).
Familiarity of networking and Internet protocols (HTTPS, SFTP, DNS, NAT, proxy server, iptables, et al).
Understanding of identity management, authorization, and authentication methodologies.
Must be willing to work flexible hours in support of Nor1's global customers.
Nor1 Technology Stack
MongoDB, MySQL, Redshift, Redis
NginX, Route53, Apache, ELB
Mix of AWS cloud services and Softlayer (bare metal servers)
OpsGenie, Jira, Confluence, Nagios, Pingdom, ELK stack, Docker
Nor1 delivers industry leading upsell products and solutions all built on a core platform that combines a machine learning based decision engine with an optimized operational process. This enables hotels to enhance the guest stay and generate greater revenue throughout the entire reservation life cycle.
The combination of hospitality experience, historical data intelligence and well designed, sophisticated algorithms ensure that hotel companies, utilizing the Nor1 platform, are able to price, present and sort offers to maximize conversion and profitability.
With over 4,000 installs representing more than 1,000,000 rooms worldwide, Nor1 has developed new and innovative enterprise scaled products and consultative services. These products and services provide hotel companies with extraordinary opportunities to take control of their guest engagement and revenue destiny.