[ITO] (GSD) Global Technical Escalation Engineer (L3) – Bangkok Based

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  

 

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

 

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

About Agoda 

Agoda is Asia’s leading and fastest growing online hotel reservation platform. Our success is driven by worldclass technology, a highly resilient IT infrastructure, and exceptional engineering talent. Information Technology is a core capability at Agoda, and an IT career here offers outstanding growth opportunities in a fastmoving, multicultural environment representing more than 74 nationalities. 

This role operates in a high impact, fast paced engineering environment, where innovation and deep technical expertise are essential. We continuously improve end-user experience through automation, proactive monitoring, and scalable enterprise solutions—while never forgetting to enjoy the journey. 

 

The Role: 3rdLevel Technical Escalation & Engineering 

We are looking for an experienced Global Technical Escalation Engineer (L3) to join our Bangkok-based team. This role serves as the final technical escalation point for complex, high-impact issues across endpoints and infrastructure. 

You will own the most challenging problems - driving deep into the root cause, working across teams and vendors to implement fixes and solutions. 

 

Key Responsibilities 

3rd Level (L3) Escalation & Advanced Troubleshooting 

• Act as the highest escalation point for unresolved 1st- and 2nd-level support cases. 

• Perform deep technical troubleshooting of complex OS and hardware issues, including:  

• Windows BSODs and driver issues. 

• Hardware level failures (audio, camera, networking, storage, thermal/throttling) 

• Root cause analysis and ensure findings result in long-term fixes, standards, or automation. 

• Work directly with vendors and internal engineering teams to resolve product level defects or systemic issues. 

• Own critical incidents from identification through resolution and post incident review. 

Enterprise Endpoint Engineering & Management 

• Manage and troubleshoot devices using enterprise tooling (Intune, Configuration Manager, KACE, JAMF, Altiris). 

• Design and maintain robust deployment, patching, compliance, and security baselines. 

• Enforce stability and performance standards across Windows fleets. 

Monitoring, Reliability & Proactive Engineering 

• Monitor endpoint health and performance using custom monitoring platforms. 

• Proactively identify trends, performance degradation, and systemic risks before user impact. 

• Design, enhance, and maintain desktop monitoring systems using:  

• Grafana 

• Telegraf 

• Open Telemetry (OTEL) Collector 

Automation, Tooling & Continuous Improvement 

• Develop automation and remediation solutions using PowerShell, Python, Bash, or similar. 

• Reduce manual effort by building self-healing and auto remediation mechanisms. 

• Improve support for workflows, escalation quality, diagnostics, and documentation. 

Technical Ownership 

• Mentor and coach 1st- and 2nd-level teams, raising overall technical maturity. 

• Provide guidance during outages or high severity incidents. 

• Take full ownership; you drive problems to resolution, not handoffs. 

 

What You’ll Need to Succeed 

Required 

Required 

• Bachelor's degree in computer science, Engineering, or equivalent experience. 

• 5+ years of hands-on experience supporting and engineering desktop and endpoint infrastructure. 

• Proven experience operating as a 3rd level escalation engineer. 

• Strong expertise in:  

• Windows internals in corporate environments 

• Advanced OS troubleshooting (BSODs, drivers, updates, performance issues) 

• Enterprise Endpoint Management platforms (ie.Intune, ConfigMgr, KACE, Altiris) 

• Excellent analytical, communication, and stakeholder management skills. 

• Strong sense of ownership, accountability, and customer focus. 

 

Nice to Have 

• Microsoft 365 Certified: Endpoint Administrator Associate (MD102) 

• Experience querying and analyzing data using SQL, PromQL, LogQL 

• Advanced scripting skills (PowerShell preferred; Python/Bash a plus) 

• Experience building or enhancing endpoint reliability or telemetry platforms 

 

Why Join Us? 

• Work on global-scale endpoint environments with real impact. 

• Operate as a true L3 engineering authority, not a ticket resolver. 

• Influence tooling, standards, automation, and architectural decisions. 

• Collaborate with worldclass engineers in a diverse, international environment. 

 

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Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.

 

 

Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

 

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.