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Product Engineering Support

Spain - Mallorca
Full time
Posted 30+ Days Ago

Hotelbeds is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team Hotelbeds, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.


Working closely with our product and development teams, you will analyze and resolve business incidents finding the fastest and most efficient way, assessing the criticality to support the prioritization process, facilitating the development team’s delivery. Key responsibilities include:

  • Ticket and incident management. Diagnosis / analysis and resolution (non-complex technical incidents).

  • Ticket identification / prioritization. Identify business impact / priority analysis.

  • Incidents replication / logs search, etc.

  • Documentation generation related to incidents (knowledge base)

  • Testing and certification of incidents resolved by development team.

You will bring.

  • Knowledge and experience in APIs/Web Portals incidents replication

  • Basic knowledge in technologies as SQL, Java, JSON, XML…

  • Experience in L1 or L2 support level, including incidents analysis

  • Experience with monitoring tools (basic knowledge-user level): Grafana, ELK, Nagios…

  • Strong written and verbal communication skills in both English and Spanish.

  • Strong logical, analytical and problem-solving skills.

  • Team player with an agile mind-set.

The successful candidate will form part of a talented and motivated team of IT professionals focusing on evolving and maintaining the solution for our product requirements and technology challenges on an ongoing basis. The company is immersed in a technological transformation becoming a travel-tech company and this role is fundamental to achieve this goal. 

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

  • Within an innovative, engaging and multicultural environment.

  • Have the opportunity to build strong and lasting business relationships and friendships from around the world.

  • Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe. 

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