Solutions Engineer

Solutions Engineer

Location: London (Hybrid position, in office 2 days per week)
Department: Engineering
Job Type: Permanent, Full-Time

 

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

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.
• 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:

• 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.
• Bilingual in German or Spanish is preferred but not required.

Benefits

• You will accrue 25 vacation days per year in addition to statutory UK Bank Holidays
• One Celebration Day per calendar year
• Private Health & Dental and Life Insurances
• Employee Assistance Program (EAP)
• Pension Fund
• Gym Discount
• Bike2Work
• Season Loan Ticket
• Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
• Perkbox & Booking.com business discounts

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.