Technical Support Engineer (m/f/x)

as of now – full-time – Pristina, Kosovo

To support our e-Development Team at the a&o we are looking for you - a Technical Support Engineer (m/f/x).

We are also happy to consider applications with experience in: IT, IT support or technical support.

OUR OFFER

• 75% - 90% discount on private accommodation in all a&o hostels (depending on company affiliation)
• Attractive corporate benefits such as discounted leisure activities and events
• subsidised language courses
• Private, by a&o covered GOLD-package health insurance
• Private, by a&o covered Pension Fonds insurance
• Your public transport costs / travel expenses will be covered by a travel allowance of 20.00 euros
• Support for your further education in the form of various trainings
• Mental Health: We offer you free and anonymous mental health coaching from our independent partner “Likeminded”, who will support you with professional, private and health-related challenges
• We provide drinks and fruit every day
• Seniority bonuses in the form of cash bonuses and additional vacation days

YOUR JOB

• Respond to incoming User’s and Customer’s IT queries via phone, email or chat
• Create and track production incidents and bugs
• Identify customer needs and help customers with specific use cases or issues
• Create documentation for support procedures and known issues in application
• Perform health checks for production solutions
• Initiate further escalation to the development team for assistance
• Follow up with customers to ensure that their technical issues are resolved
• Replicate, analyze, and document product defects by testing different scenarios
• Gather customer feedback and share with our Product team

YOUR PROFILE

• 2+ years of experience in a technical support or troubleshooting role
• Experience working with mobile apps
• Good understanding of AWS
• Ability to read PHP code (laravel)
• Hands-on experience with SQL queries
• Good knowledge of Confluence and JIRA
• Ability to provide technical support for web-based systems
• Customer-focused attitude and a passion for creative problem solving
• A self-starter with demonstrated ability to work independently and creatively
• Ability to translate technical information for non-technical users
• Understanding of support reporting
• Well-developed verbal and written communication skills
• Excellent people skills and the ability to build positive relations
• Flexibility and willingness to learn
• Upper-intermediate English (written and spoken)

Join our thriving team and contribute to the ever-evolving journey of a&o Hostels!
We are very happy to receive your application (resume, desired salary, earliest possibly starting-date)

Apply now!

André Kahl

Head of e-Development

More about a&o hostels:

As Europe's largest Hostel chain a&o is simple, diverse and always with a smile. We push our mission "everyone can travel" through affordable prices and constant growth. By 2025, the company wants to be the first European hostel chain to be CO2 net zero - reducing its own ecological footprint to a minimum and offsetting the rest.
Since its foundation, a&o Hostels has seen itself as an employer whose teams are formed regardless of origin, gender, sexual orientation, religion or ethnicity.

Although a&o Hostels does not operate a hostel in Kosovo itself, almost all departments at our Berlin head office are supported by our colleagues at our Service Centre in Pristina city centre. We currently employ around 60 people in Pristina.