At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together What We Do… We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we're the world's leading open hotel commerce platform, supporting 40,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year. About the Data Engineer role A key addition to our engineering team to assist us with our transformation program. This is for an all-rounder Data Engineer who can be dynamic and play a role in different aspects of working with data, from ingestion, setting pipelines to a ML engineer who can work with models such as selecting the right model, picking features and tuning parameters. You will be someone who knows what good looks like and has set up robust production data pipelines using Databricks and associated products. What you'll do Client Acquisition - Creating new opportunities and upselling current customers. Achieving sales KPIs and targets - finalizing all sales in a timely manner. Identify upgrade opportunities with existing client base and generate new sales from these organizations. Presentation and negotiation - Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner. Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins. CRM maintenance - Maintain accurate records of your business development activities on SiteMinder's CRM system. Ensure all documentation is complete post sales to set up trials and to move the client to a subscription. Account management - Manage the accounts of new clients to maintain satisfaction until they are passed on to a dedicated Onboarding Success Team or a dedicated Account Manager.Client feedback - Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback. Partner management - Work with local industry groups and travel associations to promote SiteMinder's products and brand. Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers. What you have Located in Mexico (preferably Mexico City, Cancun, Merida, Guadalajara, Monterrey)5 years work experience3 years sales/closing experienceSaaS experience a mustEnglish proficiency (C1/C2)Industry background is a huge plus (hotel tech, OTA, revenue management)Experience working with a global company preferredRemote work experience desirablePlease submit your CV in English What you'll do… Providing back end technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awarenessBuild relationships with the customer to promote retention and loyalty.Provide continuous feedback on process improvements and on products to mitigate attrition.Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).Ensuring all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.Ensure that all issues are logged accurately on our client's CRM system, and that all cases are closed.Assisting with ad-hoc requests as required by managementProvide training and support for new team membersFollowing our client's practice process and procedures, specifically regarding escalating any security concerns or breach of security.Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS. What you have… Have a high level of customer service and exposure to high growth tech productsFluent English communication skills, both verbal and written.Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.Operates across several computer platforms and applications at the same time.Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.Experience working within a high-volume based SLA and KPI driven environment where your success is determined by great customer outcomes.Self-starter with the ability to multitask, manage own time and work under pressureA collaborator by nature and focused on building long-term relationships with clientsAbility to adapt and evolve with new processes and changes quickly.Ability to thrive in a fast-paced, agile, and dynamic environment. What you'll do… Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or SkypeClearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issues What you have… You will have sound written and verbal communication skills in English and Thai with a positive and engaging phone mannerYou will have proven customer service experience with a passion for providing a premium customer experienceYou are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experienceExperience in the hotel industry or in a SaaS company is a plus What you'll do… Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or SkypeClearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issues What you have… You will have sound written and verbal communication skills in English and Vietnamese with a positive and engaging phone mannerYou will have proven customer service experience with a passion for providing a premium customer experienceYou are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experienceExperience in the hotel industry or in a SaaS company is a plus What you'll do… Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Spanish speaking world.Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.Act as a technical expert, identifying issues and communicating issues and requirements internally.Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally. What you have… High level of customer service and IT technical skills.Fluent German and English communication skills, both written and verbal.Strong Analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.An ability to diagnose and troubleshoot web browser and connectivity issues.Great capacity for both internal and external customer interaction as well as conflict resolution.Stakeholder management and working across internal teams to find solutions.Desirable: Previous experience working in a high volume contact centre providing technical customer support.Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python) What you'll do… Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Spanish speaking world.Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.Act as a technical expert, identifying issues and communicating issues and requirements internally.Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally. What you have… High level of customer service and IT technical skills.Fluent German and English communication skills, both written and verbal.Strong Analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.An ability to diagnose and troubleshoot web browser and connectivity issues.Great capacity for both internal and external customer interaction as well as conflict resolution.Stakeholder management and working across internal teams to find solutions.Desirable: Previous experience working in a high volume contact centre providing technical customer support.Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python) What you have 3 years of solid experience as a Data Engineer with Machine Learning exposure.Breadth of experience using different tools and techniques. Extensive experience in a data-related role, e.g. working with Databricks in data warehousing and analytics contexts and creating automated ETL processes. Streaming (Spark, Kafka or similar)Python and/or Scala, relevant Python ML, libraries and SQL proficiencyExperience building robust production data pipelines using the best industry practices with experience of data preparation and resolution of data quality challenges.Testing and validation of Data Models and Data Pipelines.AWS experience across one or more of the following EC2, Kinesis, SQS, ElastiCache, Lambda and S3Experience with infrastructure as code including Terraform or CloudFormationDeep knowledge on how to structure, develop and maintain relational databases such as MySQL and showcase your experience using data modeling techniques.Ability to work independently and also contribute to overall architecture and design."Data wrangler" mindset: embraces complexity and ambiguity, overcomes challenges and obstacles in order to deliver a working solution.Decision-making: able to view a problem from multiple perspectives, select the best approach, and provide a concise rationale for the choice.Outcome-focused: able to balance the need for a robust, elegant technical solution with the need for a market-ready solution.Desirable: Experience building, administering and scaling ML processing pipelines preferable in Databricks. What you'll do Refine, design, estimate and deliver product requirements particularly data based features.Work with a cross-functional team in an agile methodologyCollaborate with others to design, develop and maintain highly scalable data pipelines that power data driven products & customer facing insights.Working with cloud-based data storage and processing services to build scalable and cost-effective data solutions.Create and optimize ETL processes to move and transform data from various sources into our data systems, ensuring data consistency and integrity.Develop, construct, install, test and maintain data architectures (databases, large-scale processing systems, and data pipelines) that support data extraction, transformation, and loading (ETL) processes.Adhering to the standards and data governance practices of the organisation, e.g. ensuring data quality, privacy, security, auditability and control throughout the data lifecycle.Develop and maintain data models, schemas, and database designs to support business needs and reporting requirements. What you'll do… Assisting our employees with the installation, configuration and usability of hardware, software and equipment.Being the first point of contact for internal IT support in Manila, ensuring you respond quickly and effectively to keep our operations running smoothly.Maintaining the helpdesk system that prioritizes the most important issues and ensuring that all issues are responded to, dealt with, recorded and communicated in an effective way.Managing the logistics for SiteMinder assets being sent and retrieved from remote staff.Assisting the security team to identify and action security incidents.Prioritizing issues and demonstrating a strong solutions focused mindset in a fast paced environment.Procuring new hardware and software, maintaining the asset register, and renewing licenses as required.Enforcing SiteMinder's standard operating environment policy.Working with vendor support contacts to resolve technical problems with desktop computing, peripheral equipment, and software.Conducting troubleshooting, testing and reporting as required.Being an internal SiteMinder ambassador, helping our employees feel engaged and valued by providing seamless service to our staff resulting in a smooth introduction to our growing community.Supporting the Global ICT Director as required, enabling the expansion and growth of SiteMinder's technical capabilities.Any other duties as required. What you have… Strong knowledge of Apple, MacOS and a background of supporting Apple hardware and software.Familiarity with Google Workspace and other cloud based applications such as Slack, Jamf, Kandji, Okta and Dialpad.Basic understanding of IT networks.Ability to work independently and without supervision.Holds a high level of integrity and professionalism understanding the importance of confidentiality.Great capacity for customer interaction, escalation and conflict resolution.Willingness to work above and beyond to get resolutions to issues and stay back when needed.Approach everything that is thrown at you with gusto, energy, and dedication.Helpful, encouraging and respectful to team members and anyone who you interact with.Awesome communicator, who loves regular open, transparent communication with unquestionable work ethic.Thrives in a fast-paced, agile and dynamic environment.Able to analyze problems, determine cause and reach a resolution. What you'll do Refine, design, estimate and deliver product requirements particularly data based features.Work with a cross-functional team in an agile methodologyCollaborate with others to design, develop and maintain scalable data pipelines that drive business insights and the support decision making process.Working with cloud-based data storage and processing services to build scalable and cost-effective data solutions.Create and optimize ETL processes to move and transform data from various sources into our data systems, ensuring data consistency and integrity.Develop, construct, install, test and maintain data architectures (databases, large-scale processing systems, and data pipelines) that support data extraction, transformation, and loading (ETL) processes.Adhering to the standards and data governance practices of the organisation, e.g. ensuring data quality, privacy, security, auditability and control throughout the data lifecycle.Develop and maintain data models, schemas, and database designs to support business needs and reporting requirements. 5 years of solid experience as a Data Engineer with Machine Learning exposure.Breadth of experience using different tools and techniques.Extensive experience in a data-related role, e.g. working with Databricks in data warehousing and analytics contexts and creating automated ETL processes.Streaming (Spark, Kafka or similar)Python and/or Scala, relevant Python ML, libraries and SQL proficiencyExperience building robust production data pipelines using the best industry practices with experience of data preparation and resolution of data quality challenges.Testing and validation of Data Models and Data Pipelines.AWS experience across one or more of the following EC2, Kinesis, SQS, ElastiCache, Lambda and S3Experience with infrastructure as code including Terraform or CloudFormationDeep knowledge on how to structure, develop and maintain relational databases such as MySQL and showcase your experience using data modelling techniques.Ability to work independently and also contribute to overall architecture and design."Data wrangler" mindset: embraces complexity and ambiguity, overcomes challenges and obstacles in order to deliver a working solution.Decision-making: able to view a problem from multiple perspectives, select the best approach, and provide a concise rationale for the choice.Outcome-focused: able to balance the need for a robust, elegant technical solution with the need for a market-ready solution.Desirable: Experience building, administering and scaling ML processing pipelines preferable in Databricks. Our Perks & Benefits… Equity packages for you to be a part of the SiteMinder journey Hybrid working model (in-office & from home) / Fully remote Mental health and well-being initiatives Generous parental (including secondary) leave policy Paid birthday, study and volunteering leave every year Sponsored social clubs, team events, and celebrations Employee Resource Groups (ERG) to help you connect and get involved Investment in your personal growth offering training for your advancement Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch. When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply. LI-Hybrid