About bookingkit
At bookingkit, Europe's leading booking and reservation software for tours and activities, big changes are on the horizon. Our goal by 2030 is to create an AI-powered Success Platform enabling Attractions like museums, sights, and theme parks to grow ticket sales and simplify ticket operations.
Responsibilities
- Analyze support requests: Investigate and process incoming cases.
- Triage & prioritization: Classify requests according to SLAs and support goals.
- Problem-solving: Provide fixes, solution designs and workarounds to resolve customer issues.
- Communication & reporting: Regular exchange and reporting on the status of requests.
- Solution consulting: Provide expert advice on our products and services.
- RFP support: Contribute to responding to requests for proposals (RFPs).
- Sales support: Participate in meetings with potential new customers (prospects).
- Technical authority: Act as a technical authority in customer conversations to remove 'technical doubt' and accelerate the sales cycle.
- Onboarding expert: Accompany the introduction of critical features as a technical expert for our mid-market and enterprise customers.
- Product adaptation: Support the adaptation of the product to specific customer needs.
- Solution design: Provide technical input for complex solution architectures.
- AI infrastructure: Build and optimize our AI-powered support infrastructure.
- Documentation: Maintain a high-quality library of technical documentation.
- Product feedback: Support the product team with customer insights and feature request tracking.
- Process improvement: Actively shape and optimize our technical support processes.
Requirements
- Relevant experience as a Tech Support Engineer or Solution Engineer, preferably in a SaaS environment.
- Demonstrable success in direct collaboration with B2B customers (consulting, solution finding, and support).
- Profound knowledge of the software development lifecycle (SDLC) and the corresponding tools and processes.
- Familiarity with agile principles and the Scrum framework.
- Solid knowledge of JavaScript (mandatory).
- Secure handling of web technology fundamentals (HTTP, HTML, CSS).
- Deep understanding of modern web applications (security, authentication, sessions, cookies).
- Strong analytical skills (including browser debugging tools and performance analysis).
- Basic knowledge of Linux and experience with relational databases and RESTful APIs.
- Proficient use of code repositories (Git, GitLab).
- Experience with AI-based automation techniques and AI-assisted programming.
- Fluent German and English skills, both written and spoken, and excellent communication skills.
- Team-oriented personality with a healthy dose of curiosity and the natural drive to continuously improve things.
Nice-to-Haves
- Familiarity with the travel industry and common booking platforms.
- Additional European languages - especially Italian - are a plus.
- Experience in creating technical documentation (RFP responses, help articles).
- Knowledge of e-commerce platforms, payment processing, and accounting processes.
- Expertise in SEO best practices and tracking methods (e.g., Google Analytics, Google Tag Manager).
- Knowledge of common web accessibility standards.
- Profound knowledge of information security standards (e.g., ISO 27001) and best practices.
- Experience in IT service management (e.g., ITIL certification).