Support Analyst, Ireckonu

Salary not provided

SQL

JavaScript

Python

Azure

Postman

Zendesk

JSON

REST API

DevOps

Mid and Senior level

Amsterdam

Remote from US

Middleware and customer data platform for hospitality

Open for applications

Middleware and customer data platform for hospitality

21-100 employees

HospitalityB2BBusiness IntelligenceSaaS

Open for applications

Salary not provided

SQL

JavaScript

Python

Azure

Postman

Zendesk

JSON

REST API

DevOps

Mid and Senior level

Amsterdam

Remote from US

21-100 employees

HospitalityB2BBusiness IntelligenceSaaS

Company mission

To be the world's most trustworthy customer data platform, empowering hotels with truly reliable insight sand streamlined software to create unforgettable guest experiences.

Job

Company

Role

Who you are

This role is ideal for someone with strong technical skills and a proactive mindset who is ready to take on more responsibility, contribute to process improvements, and mentor junior team members
4–8 years in a technical support or customer-facing technical role in a SaaS or tech company
Experience in the hospitality industry is highly preferred
Prior experience in startup or fast-paced environments is a strong plus
Strong understanding of REST APIs, JSON structures, and integration troubleshooting
Ability to read and understand code (e.g., JavaScript, Python, C#, or similar)
Familiarity with SQL and relational database structures
Experience with tools such as Postman, ZenDesk, Azure DevOps, and monitoring platforms
Understanding of cloud-based platforms and modern software architecture

What the job involves

As a Support Analyst at iReckonu, you will play a key role in ensuring the seamless use of our SaaS platform for hospitality clients
You’ll handle complex technical issues, analyze API interactions, and collaborate with cross-functional teams to resolve escalations
You will also participate in a rotating weekend shift schedule, ensuring 24/7 support coverage for our global clients
Act as a primary point of contact for technical issues via email, chat, and ticketing systems
Diagnose and resolve issues related to APIs, integrations, and platform behavior
Investigate logs, code snippets, and system behavior to identify root causes
Escalate complex issues with well-documented technical requirements to Engineering or Product teams
Maintain clear, professional, and timely communication with clients throughout the support lifecycle
Analyze API payloads (REST/JSON), logs, and database queries to troubleshoot issues
Write clear and concise technical requirement documents for escalations
Contribute to internal and external knowledge bases, FAQs, and runbooks
Document recurring issues and propose improvements to reduce support load
Work closely with Customer Success, Product, and Engineering teams to ensure client satisfaction
Provide structured feedback to internal teams based on recurring issues or customer pain points
Mentor junior support analysts and assist in onboarding new team members
Participate in team meetings and contribute to continuous improvement initiatives
Monitor support KPIs such as ticket resolution time, CSAT, and issue trends
Assist in preparing reports and insights for internal stakeholders
Use monitoring tools to proactively identify and address system anomalies

Our take

Understanding customers is key to building brand loyalty, and Ireckonu has been helping hospitality businesses do just that since 2014. By providing valuable insights into guest preferences, the company enables hotels to craft truly personalised experiences for their guests.

through its connected ecosystem, Ireckonu delivers top-tier data optimisation via middleware products like IKnowU and IConnectU, transforming raw data into actionable knowledge for hoteliers. And after researching CDPs, Ireckonu realised its existing product stack already fulfilled all the requirements of a customer data platform, setting it apart in the market.

With partnerships including citizenM Hotels and Reverb by Hard Rock, Ireckonu has successfully consolidated and centralised gues data across multiple hotel chains. moving forward, the company is investing in ew ways to deliver efficient, personalised services, positioning itself to stay ahead of the competition.

Steph

Company Specialist at Welcome to the Jungle

Insights

-14% employee growth in 12 months

Glassdoor (3.3)

Company

Company HQ

Stadionbuurt, Amsterdam, Netherlands

Leadership

Jan Jaap van Room

(Founder & CEO)

Founded Ireckon Water, Olympic Stadium Cycling Network, and Ireckon!, acting here as CEO. Experience as a Business Analyst IS for T-Mobile Netherlands, a Consultant for Ordina and a Software Designer Engineer for Microsoft.

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