Location: Remote (India)
Job Type: Permanent, Full-Time
About OpenTable
With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
We are seeking a skilled Solutions Engineer (Mid Level II) to support our partners and restaurants by ensuring seamless API integrations and technical troubleshooting. The main focus of this role is to resolve technical issues, call out concerns when vital, maintain SLA standards, and handle inbound inquiries related to our off-the-shelf APIs and integrations. The ideal candidate will be a technical expert who can work multi-functionally to ensure smooth operations and an excellent partner and restaurant experience.
In this role, you will:
- Serve as the primary technical contact for customers, handling inbound technical inquiries.
- Solve API and integration issues, ensuring smooth functionality and timely issue resolution.
- Work with partners to onboard new integrations
- Advance sophisticated technical issues to the appropriate teams when vital.
- Ensure all Service Level Agreements (SLAs) are met by responding to external and internal requests in a timely manner via email, Slack, and other communication channels.
- Act as a domain expert for our off-the-shelf APIs and integrations.
- Support engineering domain owners to diagnose and resolve technical challenges.
- Collaborate with engineering and product teams to develop workarounds or alternative solutions when needed.
- Partner with security teams to maintain security standards and identify possible vulnerabilities.
- Maintain and update the internal partner support site with troubleshooting guides, FAQs, and other user documentation.
- Work closely with Sales and Support teams to address customer and partner questions regarding integrations.
- Handle Slack channels to ensure timely responses and resolution of client inquiries.
API Documentation & Developer Portal Management:
- Maintain and build documentation for partners and developers.
- Provision access to the developer portal and ensure accurate permission controls.
- Ensure API documentation accuracy by regularly updating technical content.
- Identify and raise areas of opportunity for product improvements based on inbound partner feedback.
Partner and Restaurant Engagement:
- Become the main point of contact for new partner implementations leveraging our Off-the-Shelf APIs
- Assist partners and restaurants with technical inquiries related to API usage, integration, and troubleshooting.
- Provide support for all off-the-shelf APIs issues and implementations.
- Participate in client calls when needed to clarify technical concerns and guide integration best practices.
- Work with multi-functional teams to streamline processes and improve the experience.
Please apply if:
- You have experience solving technical issues, reviewing logs, and debugging integration errors.
- Superb communication skills, with the ability to explain technical concepts to non-technical collaborators.
- Ability to balance multiple projects simultaneously in a fast-paced environment.
- Strong problem-solving skills with a customer-first approach.
- Experience in the restaurant technology industry or system integrations.
- Experience working with multi-functional teams including engineering, product, and security.
- Experience with SaaS platforms and cloud-based solutions.
Benefits and Perks
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being:
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth:
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Quarterly team offsites
- Tax optimisation options
- Generous health insurance
- Pension fund
Work Environment & Flexibility
At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.
Inclusion
We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
