Secret Escapes operate a range of bespoke software and providing solutions to internal users is key to our success. As an Application Support Engineer, you will be responsible primarily for software development, with a mission of eliminating support requests. You’ll also be responsible for providing third line support for our software to internal teams. 

About us:

Secret Escapes is the UK’s biggest members-only website that runs best-in-market flash sales of four and five star hotels and holidays worldwide. We offer our members exclusive rates of up to 60% off.

We're looking for hard working self starters to join the team, who can keep up with the pace and want to make a difference. We still work in relatively small teams, so there's no room for coasting along. We're friendly, happy, and most importantly, we work hard. We're not afraid to be hands-on and we're all genuinely passionate about our brand.

Key responsibilities:

  • Identifying and building solutions to eliminate repeat requests
  • Improving existing systems and automating processes
  • Working within agile frameworks to deliver software
  • Responding to and prioritising requests raised through Zendesk
  • Advising and assisting our customer support team with escalated customer requests
  • Troubleshooting technical issues
  • Collaborating with third parties working with our platform
  • Promoting and maintaining support documentation / knowledge base

What we are looking for:

  • People focused and get a kick out of delivering solutions
  • A passion for complex problem solving and technical challenges
  • An aptitude to learn and assimilate new technologies quickly
  • Experience debugging and troubleshooting application code
  • Process automation and scripting skills

Things you should know about us:

We employ a wide range of technologies and while experience with these is beneficial it is not a requirement: Groovy (Grails), Python (Django), Javascript, React+Typescript, MySQL, MongoDB, Redis, Jenkins, Docker, AWS (EC2, RDS, S3, SQS, etc) and more. Our processes are modern and forward thinking, we work in an agile way following TDD principles, and deliver new code regularly throughout the day.

We are a diverse department, and teams are made up of developers spread across different locations: London and Bristol (UK); Berlin (Germany); Poznan (Poland); and Skopje (Macedonia). We communicate and collaborate with a variety of tools including Slack and Google Hangouts which gives us the flexibility to work from almost any location.

Continuous improvement is a key principle of the team and it's important that everyone is always improving both technically and professionally. The business supports development through individual development plans and personal budget for training.

For more info on the tech team and a look behind the scenes, check out the tech careers page here

We are an equal opportunity employer:

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law. 

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Diversity & Inclusion

Diversity and inclusion are enormously important to Secret Escapes. We actively seek out a richly diverse range of talent and use data to keep an eye on how we’re doing!

Secret Escapes ensures that all personal information shared with us is strictly confidential. We collect this data for reporting and statistical purposes only. We do not discriminate against anyone based on the answers provided, or against those who choose not to complete this section. 

However, the information we do collect helps Secret Escapes progress in its implementation of diversity measurement and in strengthening the rich workplace culture we have here.

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