Senior/Staff Endpoint Systems Engineer (L3)

About Agoda

Agoda, founded in 2005, strives to connect travelers worldwide by simplifying travel planning through advanced technology. As part of Booking Holdings with a diverse workforce of over 7,000 employees across 90 countries, Agoda offers an extensive selection of hotels, flights, and experiences globally. The company thrives in a fast-moving, multicultural culture emphasizing innovation and technology.

Role Overview

This position is tailored for an experienced Senior or Staff Level Endpoint Systems Engineer based in Bangkok. The role involves serving as the highest technical escalation point for complicated endpoint and infrastructure issues, handling critical incidents, and ensuring long-term solutions to systemic problems.

Key Responsibilities

• Act as the ultimate escalation point for unresolved 1st and 2nd level support issues.
• Conduct in-depth troubleshooting for complex OS and hardware related problems including Windows BSODs, driver complications, and hardware malfunctions involving audio, camera, networking, storage, and thermal systems.
• Perform root cause analysis to implement durable fixes, standards, or automation.
• Collaborate closely with vendors and internal engineering teams to resolve product defects and systemic issues.
• Manage enterprise endpoint engineering tasks including device management via tools such as Intune, Configuration Manager, KACE, JAMF, and Altiris.
• Design and uphold deployment, patch, compliance, and security baselines to maintain system reliability and performance.
• Utilize custom monitoring systems and platforms like Grafana, Telegraf, and Open Telemetry Collector to track endpoint health and proactively address trends that could impact users.
• Automate and develop remediation workflows using scripting languages like PowerShell, Python, or Bash to reduce manual efforts and enhance operational efficiency.
• Provide mentorship to junior support teams, elevate technical capabilities, and lead during high-severity incidents.

Qualifications

• Bachelor's degree in Computer Science, Engineering or equivalent practical experience.
• Minimum 5 years of direct experience supporting and managing desktop and endpoint infrastructure.
• Proven competency as a third-level escalation engineer with advanced troubleshooting expertise in Windows internals, BSODs, driver and update issues.
• Familiarity with enterprise endpoint management tools such as Intune, Configuration Manager, KACE, or similar.
• Strong analytical and communication skills combined with a solid customer-focused mindset and ownership over problem resolution.

Preferred Skills

• Microsoft 365 Certified: Endpoint Administrator Associate (MD102) credential.
• Experience with querying and analyzing data using SQL, PromQL, or LogQL.
• Advanced scripting capabilities, prioritizing PowerShell, with Python or Bash as desirable additions.
• Background in developing or improving endpoint reliability or telemetry systems.

Why Join Agoda?

• Opportunity to work on globally scaled endpoint environments with significant impact.
• Role involves substantive L3 level authority, beyond routine ticket handling.
• Chance to influence tooling, automation, standards, and architectural decisions.
• Collaborate with diverse and highly skilled engineering teams across the globe.

Equal Opportunity and Additional Information

Agoda is an equal opportunity employer welcoming candidates of diverse backgrounds, ensuring employment decisions are merit-based regardless of any protected characteristics. The company maintains privacy policies protecting applicants' personal data. Unsolicited agency submissions are not accepted and may be handled without recruitment fees.