Product Support Engineer (Hospitality)

Location: Hybrid at the hirify.global office in Bogota, Colombia; participation in rotating 24/7 on-call and shift coverage is required.

Company

hirify.global is a global travel technology company providing hospitality solutions and customer support at scale.

What you will do

• Collaborate with internal engineering and support teams to resolve production incidents and maintain the availability of Hospitality production environments.
• Monitor applications, servers, networks, and infrastructure using Datadog, Zabbix, Splunk, and other monitoring platforms.
• Provide first-level technical support, initiate incident management and triage, assess impact and criticality, and coordinate escalations.
• Respond to alerts, diagnose faults and abnormal conditions, perform system health checks, and drive issues toward timely resolution.
• Communicate clearly with business stakeholders during incidents and participate in Change and Problem Management processes.
• Create and maintain team processes, system documentation, and operating procedures; support automation initiatives and provide occasional holiday, vacation, sick-leave, or staffing-gap coverage.

Requirements

• Engineering diploma, equivalent educational qualification, or equivalent work experience.
• Good understanding and practical application of ITIL processes.
• Operational and infrastructure support experience with Linux or Unix environments.
• Knowledge of IT operations, ideally in mission-critical environments.
• Understanding of servers, data centers, monitoring tools, and networking technologies.
• Basic knowledge of relational databases such as MySQL and Oracle.
• Strong communication, analytical, and problem-solving skills, with the ability to identify improvement opportunities in a structured manner.
• Good English communication skills.
• Ability and willingness to work in a 24x7x365 operational environment and participate in a rotating 24/7 on-call schedule.

Culture & Benefits

• Competitive remuneration, individual and company annual bonus, paid vacation and holiday time off, health insurance, and other benefits.
• Hybrid work from the Bogota office.
• Online learning hubs with technical and soft-skills training and professional development opportunities.
• Diverse, inclusive, and caring workplace focused on employee growth, work-life balance, and accessibility.
• Role within a global travel technology company serving customers and travelers worldwide.

Hiring process

• Complete the application process in approximately 10 minutes.
• Create a candidate profile, upload a Resume/CV, and submit the application.