Software Support Engineer I (Technical Services)
About The Position
Hi, we’re Actabl. We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world. You’re excited about this opportunity because you will: As an entry-level Software Support Engineer, you will be responsible for providing foundational technical support directly and indirectly to customers, assisting in troubleshooting basic technical issues, and learning about the successful implementation and use of our software solutions. You will work closely with senior team members to develop your technical and customer service skills.
Requirements
- A Bachelor’s degree in Computer Science, Engineering, a related degree, or equivalent relevant experience.
- A background in a technical support role or equivalent role pertaining to the assisting of customers.
- Basic understanding of C# and SQL concepts. Exposure to APIs is a plus.
- Developing interpersonal skills with a willingness to be cooperative, courteous, flexible, and positive.
- Ability to learn how to organize and prioritize basic workload under supervision.
- Developing capability to interact with clients professionally and provide basic customer service following established guidelines.
- Willingness to be a reliable team player who is punctual, engaged, and eager to contribute.
- Developing problem-solving skills with the capacity to follow documented troubleshooting steps.
- Ability to work effectively both independently on assigned basic tasks and collaboratively within a team environment, seeking guidance when needed.
- You apply strong critical thinking when working with AI-generated output. You know how to check for accuracy, identify bias or gaps, and validate results before relying on them.
- You use AI responsibly, with a basic understanding of security, privacy, and ethical data-handling considerations, and you know how to keep sensitive information safe when using AI tools.
Responsibilities
- Respond to and resolve basic client support tickets in a timely and efficient manner, following established procedures and striving for customer satisfaction.
- Assist with basic SQL queries for troubleshooting and data validation under guidance, escalating more complex database-related issues to senior engineers.
- Review basic C# code snippets to identify simple issues, escalating more complex technical problems with clear documentation to senior team members.
- Participate in client calls ~20% of the time to assist with data collection, support, and any needed setup support on tickets, ensuring that client needs are addressed in a timely and professional manner.
- Assist in documenting basic user issues and gathering information that may contribute to user stories and requirements for development teams.
- Explore and apply AI tools in your day-to-day work, finding new ways to simplify tasks, accelerate outcomes, and elevate your effectiveness.
- Assist in the creation and maintenance of basic process documentation under the guidance of senior team members.
- Collaborate with Product Owners (POs) and Development teams on less complex issues, learning the process of contributing to the development lifecycle.
- Participate in training and educational opportunities to build foundational knowledge of the product and develop core technical skills for career growth.
Benefits
- Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
- Employer-paid life & AD&D, short-term disability & long-term disability
- Discounted pet insurance plans through Wishbone
- Employee Assistance Program (EAP) services available to employees & their dependents
- On-site gym available for free use at Denver office
- Competitive base salary with bonus structure
- Healthcare spending accounts with employer contributions
- 401(k) plan with an employer match of up to 4%
- Unlimited discretionary time off hours to be used when needed
- 10 observed US federal holidays throughout the year
- Winter recess for all Actabl employees between December 24th-January 2nd
- 12 weeks of parental leave for both birthing & non-birthing parents
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
