Quality Assurance
hotelkey
Technical Support - L2
hotelkey· HK Support
About this role
Description
HotelKey, Inc. is seeking a Level 2 Support Engineer to join our growing services team supporting operations of HotelKey Frontdesk PMS and a suite of ancillary applications, which are part of our new cloud based Property Management System. HotelKey Level 2 Support Engineer will help in Monitoring and Maintaining the health of the HotelKey Production, QA, Staging and Development environments and ensure 100% availability. Level 1 Support will troubleshoot issues raised by Level 1 related to operations and also work on tickets raised by them for specific needs.
Level 2 support will also work on quality improvement projects for achieving continual improvements in service levels.
Responsibilities :
- Monitor and maintain health of all the environments of HotelKey PMS
- Monitor alerts, accordingly acting on resolving them
- Determine the issues as P1/P2/Proactive and engage Tier III teams to resolve the issue
- Supporting code changes and release Management
- Monitoring Batch process and Load Monitoring
- Raising change requests and getting approvals from related client business and IT teams
- Resolve all tickets raised by Tier I Support
- Ensure 100% Availability of service
- Outage Handling and Troubleshooting Critical Network Related issues
- Troubleshoot functional issues of Tier I on the HotelKey PMS
- Meet all SLA requirements and help maintain Key Performance Matrix
- Compile, review and monitor daily / weekly performance of the Project
- Ensure that project deliverables are met and project time is maintained
- Identify improvement areas and implement measures to maximize customer satisfaction levels.
- Assess customer feedback, and evaluate areas of improvements based on critical feedback
- Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
- Work with client IT teams and support knowledge sharing across teams.
Requirement :
- Experience in Tier II Support activities
- SQL server database and query language knowledge required
- AWS Cloud and Network related knowledge required
- Excellent people management skills and communication skills required
- Good Analytical and presentation skills
- Knowledge of Microsoft Word and Excel
- Experience in Hospitality Industry property management is a plus.
Frequently Asked Questions
Is the salary disclosed for the Technical Support - L2 position at hotelkey?
The salary for this Technical Support - L2 role at hotelkey is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Technical Support - L2 position at hotelkey located?
This Technical Support - L2 role at hotelkey is based in Nagpur, MH, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Technical Support - L2 role at hotelkey full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Technical Support - L2 role in the HK Support department at hotelkey.
Which team or department does the Technical Support - L2 at hotelkey belong to?
This Technical Support - L2 position is part of the HK Support department at hotelkey. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Technical Support - L2 position at hotelkey?
Click the "Apply Now" button on this page. You will be redirected to hotelkey's official application portal hosted on keka where you can submit your application directly.
When was the Technical Support - L2 job at hotelkey posted?
This Technical Support - L2 position at hotelkey was posted on Sep 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Technical Support - L2
hotelkey
You'll be redirected to hotelkey's official application page on keka.