We are pleased that you are exploring Hyatt Hotels Corporation. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. We care about our associates and our customers. This is the Hyatt Touch. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America's best companies for minorities in rankings based on information about recruiting and employment practices. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt offers comprehensive and competitive benefits for all associates. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards - whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, then we are ready for you. Come meet the people with the Hyatt touch.
Hyatt Hotels Corporation is an international hotel operating company with $4.5B in annual revenue and over 1000 properties spanning more than 60 countries. We are dedicated to completely reinventing the way we engage with our guests and are actively seeking transformative digital professionals to play a key role in these efforts. As a family-owned business since 1957, Hyatt has expanded to a global organization spanning 19 individual brands and engages with millions of customers every single year.
Hyatt is seeking a Support Engineer to support eCommerce efforts maintaining and monitoring our native mobile applications for Hyatt Guests and colleagues. This individual will work closely with engineers, designers, and product management to create a rich mobile native app experience by monitoring, supporting and troubleshooting issues in the native mobile apps, identifying and explaining issues that our guests may experience.
The ideal candidate possesses the following characteristics:
You are a curious technologist with a broad interest in all layers of modern software, but you aren't afraid to go deep when a problem beckons.
You have experience working in agile environments that have embraced DevOps and Continuous Delivery practices. As such, you prefer to service bureaucracy when necessary but avoid it when possible.
You like technical detective work. Poring over logs, metrics and dashboards to find hidden problems is rewarding and interesting for you.
You enjoy having a direct role to play in improving the experience of millions of customers worldwide who use Hyatt's eCommerce platforms.
You love to work as part of a larger team. Your work may be yours alone -- but working with others creates new opportunities and great potential for innovation.
You are a strong verbal and written communicator with both technical and non-technical audiences.
Responsibilities
Use issue ticketing system to address reports of guest issues sourced from the Global Call Center, social media and Hyatt Properties worldwide.
Formulating and communicating support solutions for other Hyatt groups, in the form of Knowledgebase articles, ticket resolution, and direct interactions.
Using an aggregating logging system like Splunk to trace issues to their source.
Monitoring systems using analytics and metrics to identify customer errors and issues before they are ever reported.
Represent the customer, business and technical viewpoint in discussions about potential issues.
Be comfortable in a fast-paced, iterative, experimental, and data-driven environment
Demonstrate a commitment to Hyatt core values.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
4+ years of progressively complex experience in a full-time engineering role understanding back-end systems and either iOS or Android.
Strong data analysis skills using tools like Splunk, Embrace, Datadog, Adobe Analytics etc.
Familiarity with low-level networking infrastructure like Apigee, Docker, Kubernetes, Akamai, etc.
Able to read and follow object-oriented and functional code at a high level. Preferred technologies include: Java, Kotlin, Swift.
Familiarity with git and the various git branch workflows.
Working collaboratively with disparate technology groups to identify and tackle system issues.
Excellent interpersonal skills required with a strong customer service orientation
Experience working in agile environments that have embraced DevOps and Continuous Delivery practices. As such, you prefer to service bureaucracy when necessary but avoid it when possible.
Strong verbal and written communicator with both technical and non-technical audiences.
Ability to work effectively both independently and as a member of a team
Experience managing multiple tasks at the same time
Ability to adapt to a changing environment
Maintains a positive attitude and a learning/growth mindset
Likes the challenge of simplifying complex systems, and you always consider the big picture even when acting locally.
Education
BS in Computer Science or equivalent combination of technical education and work experience.
Computer Skills Needed to Perform this Job
Strong data analysis skills using tools like Splunk, Embrace, Datadog, Adobe Analytics etc.
Familiarity with low-level networking infrastructure like Apigee, Docker, Kubernetes, Akamai, etc.
Able to read and follow object-oriented and functional code at a high level. Preferred technologies include: Java, Kotlin, Swift.
Familiarity with git and the various git branch workflows.