Tech Support Engineer

Founded in 2013, OYO is the world's fastest-growing hotel network operating over 750+ cities, 25000+ hotels and 450,000+ rooms across 20+ countries including the US, India, China, Japan, Malaysia, UAE, Indonesia, Netherlands, Latin America, and the UK.

A global disruptor from India, OYO has received several accolades including Economic Times Startup of the Year (2018), LinkedIn Top Employer in India (2018), Express IT Startup of the Year Award (2015), NDTV Dream Chaser of the Year (2016) and IAMAI Digital Startup of the Year (2016). It was recognized by Business Today as among the Coolest Startups in India (2016) and ranked by LinkedIn as one of the top employee attractors in India every year since 2016. OYO is backed by leading global investors, including the SoftBank Group, China Lodging, Greenoaks Capital, Sequoia Capital, and Lightspeed Venture Partners.

Technology is a core driver of every aspect of OYO’s business from Supply Discovery, Hotel Onboarding, Transformation, CX management, Booking and post-booking experience to running efficient hotel operations. Led by engineering leaders and principal engineers with extensive past experience at companies like Amazon, Google, Microsoft and Adobe, OYO is proud to have one of the best technology teams anywhere in the world. If you are looking for a fast-paced, entrepreneurial environment where you don’t have to choose between complexity and scale and get to learn from some of the sharpest colleagues, OYO is the right place for you.

Responsibilities:

• Participate in on-call for receiving, analyzing and resolving technical issues, queries & incidents through tickets and calls. 
• Follow best practices, guidelines, SOPs to minimize turn around time for issue resolution. 
• Manage stakeholder communication during high severity issues in production including but not limited to taking ownership to share timely updates to all relevant stakeholders, involving teams and coordinating.
• Prioritization of issues based on impact and severity and ensuring follow-ups till complete closure.
• Focus on improving tech competency and productivity by ensuring a speedy resolution of tickets.
• Constantly learning for new tech products and new features of existing products. 
• Develop scripts to automate routine tasks.

Skill set

• 2+ years of experience in a ticket-based technical support system in a 24×7 environment.  
• Experience in providing technical support / related functions in a large-scale production environment. 
• Basic understanding of Linux, Monitoring system, cloud infrastructure, DBMS (executing queries).
• Excellent communication and interpersonal skills.
• Understanding of managing escalations, high severity issues, data gathering from available systems to help in debugging issues.
• Problem-solving aptitude and analytical skills.

Nice To Have

• Basic exposure of incident management system. 
• Experience in using one or more monitoring solutions (Zabbix, Nagios, NewRelic, etc.) 
• Experience in scripting languages like Bash, Python.