Support Engineer

Company Description JadeCaps is an AI-first property management and monetization platform transforming short-term rentals across India. The company helps second-home owners maximize earnings through dynamic pricing, calendar synchronization, AI chatbots, and intuitive owner dashboards, while ensuring high-quality guest experiences. JadeCaps currently powers over 500 owners across India, Indonesia, Thailand, and Dubai, driving higher occupancy and streamlined operations. Its ecosystem includes StayJade for Gen Z-focused luxury stays, RedOlive for premium mid- to long-term urban living, and Jade PMS, an AI-powered operating system for scalable short-term rental management. By combining technology and hospitality, JadeCaps is standardizing the fragmented short-term rental industry and shaping the future of travel in the region.
About the Role
We're hiring a Support Engineer to own product and integration issues across our web and mobile
applications. You'll work between our users, internal teams, engineering and integration partners.
You'll triage and investigate each issue, write it up clearly, and stay with it until the fix is confirmed
and the case is closed.
This role suits someone early in their career who likes solving problems, communicates clearly, and
wants hands-on exposure to SaaS products in the hospitality space.
Key Responsibilities:
Issue resolution: Investigate and resolve product issues across web and mobile platforms.
This covers bookings, calendars, rates, reservations and channel manager sync.
Ticket management: Raise well-documented Jira tickets with reference IDs, steps to
reproduce, screenshots, and expected versus actual behaviour.
Partner coordination: Work with third-party integration partners over email to fix integration
issues, and keep following up until each one is resolved.
Data validation: Check records in MySQL to confirm the root cause before you escalate an
issue as a product defect.
Case tracking and documentation: Keep case trackers in Excel and issue notes in Google
Docs accurate and up to date.
Stakeholder communication: Send users and internal teams timely status updates. Give
engineering precise, actionable details.
Closure: Test and confirm each fix before you close the ticket, so the issue doesn't come
back.
Requirements
Excellent written and verbal communication skills in English
Working knowledge of how web and mobile applications work
Hands-on use of browser developer tools (Elements, Console and Network tabs)
Basic SQL, including SELECT, WHERE and JOIN queries in MySQL
Comfortable with Microsoft Excel and Google Docs
Familiarity with Jira or a similar issue-tracking tool
A strong sense of ownership, seeing issues through from report to resolution
Experience: 0–1 year
Preferred Qualifications
Prior experience in technical support, application support or operations
Exposure to hospitality, travel-tech or property management systems (PMS)

Work arrangement
No