Job Description

Company Description

Servr.AI's GuestX is a fully automated, customizable guest experience and concierge platform that enables hotel guests to access facilities and services directly from their mobile devices. The solution supports a wide range of services, including restaurant and spa bookings, taxi requests, bill settlement, and even room access, through a single contactless interface. Designed as an all-in-one, state-of-the-art hotel solution, GuestX helps hospitality providers streamline operations and enhance guest satisfaction. Servr.AI collaborates closely with hotels worldwide to deliver modern, mobile-first guest experiences and drive service efficiency. Interested parties can learn more at www.servr.ai or by contacting [Confidential Information]

Role Description

We're a team of under 10 people running GuestX, a guest-experience platform live in around 20 hotels across Indonesia, Asia, Australia and Japan. Guests check in, order room service, and message the front desk from their phone instead of queueing at reception.

This is our first support hire. Today our technical lead answers every client message herself. You'd take that over.

What you'd actually do

• Be the person our hotel clients talk to. Almost all of it is chat, in English, on WhatsApp.

• Resolve problems yourself. Roughly 90% turn out to be a setting nobody ticked — you'd fix those without waking a developer, and build the checklists and documentation so they stop recurring.

• Watch Grafana and catch broken syncs before the hotel notices. Our desktop automation runs on the front desk PC and pushes bookings to the cloud; when it stops, guests can't check in.

• Dig into the real problems — application logs, MySQL, API responses — and hand developers a reproducible bug report instead of a forwarded complaint.

• Help test new features before release. We have no QA, so your sign-off matters.

• Onboard new hotels as we grow.

• There's no playbook. No documentation, no predecessor, no ticketing process. You'd create all of it. If that sounds like a mess, it is. If it sounds like ownership, you'll like it here.

What we need

• 2+ years in application support, L2 support, or a service desk at a software company — somewhere you owned tickets through to resolution

• You write SQL comfortably. You'll be querying MySQL to answer real questions, not just reading dashboards

• You read application logs to find causes, not just error messages

• Clear written English. This job is mostly typing to people who aren't technical, often when something is broken

• Comfortable on Windows — RDP, services, Task Manager, Event Viewer

Nice to have, not required

• Hospitality software (PMS) or hotel operations

• Any log aggregation tool — Grafana, Loki, Kibana, Datadog, Zabbix

• Keeping RPA or UI automation running (UiPath, Playwright, Selenium, or similar)

• Any C#, PHP/Laravel or Vue.js — our stack, though you won't be writing features