At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we make it easier for everyone to experience the world.
Help Technologies encompass the various guest, partner and agent facing products that are allowing our customers to manage their trip, to get the help they need, when they need it. We bring consistency and clarity to the “book to stay” journey, enabling self service abilities in a product agnostic framework and powering a robust 10k customer service organization. We are there to make it easier for everyone to experience the world.
Help Technologies department owns the customer journey end to end, from the customer facing self service app and web platforms to the support tooling used by our employees. ‘Behind the scenes’ we run the critical data and ML infrastructure that helps provide the right answer to our customers and partners as if by magic.
The goal of Customer Help track is to resolve customer issues in the fastest and most relevant way possible. Our teams develop and maintain a customer facing help platform to enable that. We develop data driven systems designed to provide end to end user experience – from diagnosing the issue to providing the best channel to resolve it either through self service or escalation to a relevant party in a participant (guest, partner, CS agent) and product (accommodations, attractions, 3rd parties etc.) agnostic way. As part of the Support Infrastructure team you’ll be responsible for the maintenance and innovation of the set of the services that facilitate the integration of internal and external systems with our Customer Service technology to collaborate in solving support issues from customers. The core objective of this infrastructure is to store, index, track and route every contact to make sure that issues reach the right support provider at the right time.
Important aspects of the job include:
Rapidly developing next-generation scalable, flexible, and high-performance systems.
Solving issues with customer and agent-facing systems, prioritizing based on customer impact.
Acting as an intermediary for problems, with both technical and non-technical audiences.
Testing Testing Testing. We both run unit tests on our code and run thousands of customer-facing experiments every day. We built one of the most advanced A/B testing platforms in the industry.
Most products are developed in Perl, but not all. Perl is very effective when it comes to rapid prototyping, which our product development teams do a lot of. It’s not necessary to know Perl before you start, but it helps. We are not just using the language, we influence the future of the language.
Contributing to the growth of Booking.com through interviewing, on-boarding, or other recruitment efforts.
We have found that people who match the following requirements are the ones who fit us best:
3+ years software development experience; using 2 or more server side programming languages. Preferably industry standard languages such as Java, Perl, Python, Scala, C++, C# etc.
Previous experience with distributed systems
Demonstrable experience with MySQL and PostgreSQL or similar relational databases
Experience of working on products that impact a large customer base is an advantage
Prior experience working with customer support or digital marketing technologies is a plus.
Preferably a university degree in Computer Science, Mathematics or Engineering
Excellent communication; written and spoken
Nice to have, hands on experience of developing in and contributing to open source data technologies, such as Hadoop, Kafka, Cassandra, Elasticsearch, Kubernetes, Envoy, Jetty, Zookeeper, Protobuf
Living and working in Amsterdam, one of the most cosmopolitan cities in Europe
Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travellers worldwide
Working in a fast-paced and performance driven culture
Opportunity to utilize technical expertise, leadership capabilities and entrepreneurial spirit
Promote and drive impactful and innovative engineering solutions
Technical, behavioural and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation
Competitive compensation and benefits package and some great added perks of working in the home city of Booking.com
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.