Technical Support Engineer

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

The Technical Support Engineer will provide hands-on technical assistance for Servr.AI's GuestX platform to hotel clients and on-site users Indonesia. This contract, remote role involves diagnosing and resolving application and connectivity issues, guiding users through configuration steps, and escalating complex cases to engineering teams when needed. The role includes monitoring system performance, documenting incidents, maintaining accurate support records, and contributing to knowledge base articles to improve self-service options. The Technical Support Engineer will collaborate with customer service and product teams, assist with onboarding and training for hotel staff, and ensure timely, professional responses to all support requests.

Job Summary

Responsible for ensuring the stability and operability of core applications. Working closely with the team via chat, you will handle incident diagnostics, system recovery, and root cause analysis before escalating complex bugs to the development team.

Key Responsibilities

• Ensure the uninterrupted operation of a Windows tech stack, including PMS (Property Management Systems) and RPA bots.
• Perform timely incident diagnostics, system recovery, and structured escalation to the development team.
• Conduct Root Cause Analysis (RCA) utilizing application logs and databases to identify underlying issues.
• Actively monitor team communications and chats to provide rapid responses to system alerts.

Requirements:

• Proven experience supporting and troubleshooting a Windows-based technology stack.
• Familiarity with PMS and/or RPA bot operations.
• Solid knowledge of SQL for database querying and data analysis.
• Strong analytical problem-solving skills for effective diagnostics.
• Excellent communication skills with a focus on fast, clear updates in team chats.

Working Conditions

• Location: Indonesia (Remote)
• Schedule: Full-time