Switchfly is the most comprehensive e-commerce platform for travel and loyalty. Our flexible white-label platform powers personalized, feature rich, and localized websites for global brands in travel, financial services, and eCommerce. We are continually improving our high-availability, high-traffic solutions for our clients. The Switchfly technology that powers the user experience for these global brands is core to their business and to ours. Whether building technology solutions, growing our clients’ businesses, or making daily life at Switchfly rewarding for all employees, Switchfly is dedicated to success.

We emphasize teamwork and getting things done. “People” is consistently the top team-member-voted reason for what motivates them at Switchfly. We offer employees the chance to work with smart, fun people on exciting projects with sizable opportunities for growth.

Responsibilities:

• Provide top-notch technical support to internal team members, delivering a high level of service and timely issue resolution.
• Diagnose and troubleshoot complex technical issues related to hardware, software, and network infrastructure.
• Collaborate with other members of our technical team to resolve escalated issues.
• Contribute to the development and implementation of IT policies and procedures to improve our service
• Stay up to date with emerging technologies and industry trends to ensure we are providing the best possible support to our clients.
• Review and remediate tickets assigned, escalate when needed
• Work with T3-4 to develop runbooks for process plans and issue
• During shift act as communication aggregator, contacting needed engineers or teams as part of Sev1/2 remediation calls.

Requirements:

• Bachelor’s degree in computer science or a related field, or equivalent work experience
• At least 3 years of experience in providing technical support, preferably in a Tier 2 or higher
• Located in a PST time zone.
• Proficient understanding of Linux and Windows operating systems, as well as network infrastructure
• Excellent analytical and problem-solving skills, with a proven ability to troubleshoot complex technical
• Strong written and verbal communication skills, with the ability to clearly explain technical issues to non-technical team members.
• Ability to work independently and as part of a team, with a proactive and positive attitude.
• Experience with ticketing systems, especially JIRA
• Industry certifications, cloud, Linux, are a plus.

Critical Information:

• Previous MSP (Managed Service Provider) technical role experience
• Remote available for this position

Switchfly Core Values to consider for this position:

ONE TEAM, STRONGER TOGETHER

SWITCHFLY offers a professional home, not just another stop. You’ll see it in our respect for each other, and how we treat people. In our creative and inclusive environment everyone has a voice and is empowered to seek professional growth and have fun as we deliver groundbreaking innovation.

EMPOWERED BY A COMMON FOCUS

Getting everyone on the same page is easier said than done but it happens when our priorities and objectives are aligned with our principles in a workplace that prioritizes impact. We value outcomes over output, focus on relationships, not just transactions, and take pride in our community.

A little bit about us…

We exist to positively impact the way people travel, enriching lives through unique opportunities tailored to their individual desires.

At Switchfly, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity workplace. Unfortunately, at this time we cannot support any visa candidates.

Switchfly offers a competitive base pay, 401k with match, a full suite of health benefits with an average of 87%* of premiums covered by Switchfly! We offer a flexible work environment and work-life balance with unlimited paid time off. Switchfly closes down the office Christmas Eve to New Years to make sure employees spend time with family and friends or doing what they love most! For those local to Denver, we also reimburse parking, provide catered lunches on Tuesdays, and keep an office stocked with snacks and drinks.

While we value each of our candidates that apply to this role, we will not be able to respond to every applicant. Please rest assured that we are reviewing your application and will notify you if we decide to move forward in the process with you. Thank you for your interest!

• 
  Premium coverage will vary depending on chosen plan