Software Support Engineer

In looking at a job posting, it s often hard to get a basic picture of the company profile (size, stage, structure, etc.) which is why we are sharing it with you upfront. This helps you quickly decide and helps us focus any time we spend together on going beyond the basics:

• Mission: Our mission is to empower the people that power hospitality. We re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits.- it is important that the mission inspires you even if you haven t worked in space before.
• Industry: We are a hospitality company selling software as a service.
• Customers: We serve hotels - both onsite hotel operators and above-property hotel management groups.
• Team: We are a global team of 350 with a remote-first mindset. We have hubs with office space in Atlanta, Tampa, and Denver. - if you are local to these areas you will have the option to work remotely and/or in-office
• Structure: We are organized around the following key departments: Revenue, Customer Experience, Product, Technology & Quality, People, Finance, Business Operations & Strategy.
• Funding: We have significant investment from private equity firm ASG, which has allowed us to expand our teams and move faster in our mission to empower the people that power hospitality.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: Our default posture is kindness and warmth. We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. We will fail if we discount the importance of people and work alone. Empower others, speak the truth with care, and go together.
• Demand Integrity: Without integrity, nothing else matters. Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We hold ourselves to incredibly high standards and understand that excellence is the product of doing a thousand small things very well. Our job is not done until we have exceeded our customers' expectations. We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Our customers have problems that are always changing and they rely on us to adapt to solve them. Think big and then think bigger when it comes to the innovation required to tackle these problems. We will endure for our people, our customers, and our investors if we innovate through change.
• Make it Happen: We apply constant, inspiring, pressure to ourselves and others to get things done. We cultivate high "Hospitality Quotients" (Grit + Intelligence + Empathy) to perform better today than we did yesterday. We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

In this role you will:

A Software Support Engineer at Actabl provides technical support for users of company products, including current and prospective clients, resellers, and professional product testing organizations. Researches, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues. Installs, configures, and fine-tunes the company's product. Provides detailed documentation of all technical issues within call tracking database. Collaborates with quality assurance and development teams on understanding of issues and steps needed to resolve them.

Typical Functions:

• Respond and resolve client support tickets
• Create and update process documentation
• Collaborate with the PO s and Dev teams when diagnosing difficult issues or building new features
• Continuous education - both product focused and improving technical skills
• Writing user stories
• Signoff/QA on changes to client financial reporting
• Assist ~30% of time on client calls for data collection set up and support tickets
• Other duties or functions may be assigned

• Proficiency in written and verbal communication skills
• A Bachelor s degree in Computer Science, Engineering or related degree and 1-2 years experience with C#, SQL, and APIs
• Interpersonal skills leading to success - cooperative, courteous, flexible and good natured
• Ability to successfully organize and prioritize workload
• Capability to speak directly with clients and provide great customer service
• Reliable team player that is on-time, engaged and contributing
• Excellent problem solving skills are paramount
• Capacity to work independently and within a team environment

Job Benefits

• Health & Wellness
  • Medical, dental, and vision insurance for employees and dependents
  • Employer-paid Life and AD&D, Short-Term Disability, and Long-Term Disability
  • Employee Assistance Program provides counseling for a variety of needs
• Financial Wellbeing
  • Marketable base salary, competitive bonus structure, and MPI program
  • Employer-paid medical, dental, and vision insurance for employees
  • Retirement plan and 401(k) match
• Flexibility & Time Off
  • Discretionary time off to be used when needed
  • 24 paid holidays per year
  • 12 weeks of parental leave for birthing and non-birthing parents

Sound like you? Please click on the "apply" button.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.