Senior/Staff Endpoint Systems Engineer (L3) – Based in Bangkok

About Agoda

Agoda is a leading and rapidly expanding online platform for hotel reservations across Asia. Established in 2005, it serves millions of travelers worldwide with accommodations, flights, and experiences. As part of Booking Holdings, Agoda employs over 7,000 professionals from more than 90 countries, fostering a diverse and innovative technology-driven culture.

This position is based in Bangkok and involves working in a dynamic engineering environment focused on enhancing user experience through automation, system resilience, and enterprise solutions.

Key Responsibilities

• Serve as the final technical escalation point (Level 3) for complex endpoint and infrastructure issues unresolved by first and second support tiers.
• Conduct thorough troubleshooting of advanced operating system and hardware problems including Windows blue screen errors, driver conflicts, hardware failures related to audio, camera, networking, storage, and thermal management.
• Analyse root causes and implement sustainable fixes, standards, or automation mechanisms to prevent recurrence.
• Collaborate directly with external vendors and internal engineering teams to address product defects and systemic challenges.
• Lead critical incident management from identification through resolution and post-incident analysis.
• Manage and resolve endpoint device issues via enterprise tools such as Intune, Configuration Manager, KACE, JAMF, and Altiris.
• Develop and enforce deployment, patching, compliance, and security standards to ensure stable and high-performing Windows device fleets.
• Monitor endpoint health proactively using custom platforms and tools like Grafana, Telegraf, and Open Telemetry (OTEL) Collector to detect trends, performance drops, and risks before affecting users.
• Create automation and remediation scripts using PowerShell, Python, or Bash to foster self-healing and reduce manual interventions.
• Enhance support workflows, improve escalation quality, diagnostic processes, and documentation.
• Provide mentorship and technical guidance to first and second-level support teams to raise their expertise and readiness.
• Take full ownership of issues to ensure thorough problem resolution without unnecessary handoffs.

Qualifications and Skills Required

• Bachelor’s degree in Computer Science, Engineering, or relevant experience.
• Minimum five years of practical experience in desktop and endpoint infrastructure support and engineering.
• Demonstrated expertise as a third-level escalation engineer with deep knowledge of Windows internals in corporate environments.
• Advanced skills in troubleshooting OS issues like BSODs, driver problems, updates, and performance tuning.
• Experienced with major enterprise endpoint management platforms, including Intune, Configuration Manager, KACE, and Altiris.
• Strong analytical abilities complemented by excellent communication and stakeholder management capabilities.
• High sense of ownership, accountability, and customer service orientation.

Additional Preferred Skills

• Microsoft 365 Certified: Endpoint Administrator Associate (MD102) certification is advantageous.
• Experience in querying and analyzing data with SQL, PromQL, or LogQL.
• Proficient scripting skills, particularly in PowerShell; familiarity with Python and Bash is a plus.
• Background in building or improving endpoint reliability and telemetry monitoring platforms.

Why Work With Agoda?

• Engage in meaningful work related to global-scale endpoint systems impacting thousands of users.
• Function as an authoritative Level 3 engineer responsible for complex technical challenges rather than routine ticket handling.
• Influence critical decisions about tooling, technical standards, automation, and platform architecture.
• Collaborate with highly skilled engineers within a diverse, international team environment.

Equal Opportunity Employment

Agoda is committed to maintaining a diverse workforce and inclusive work environment. Employment decisions are based solely on merit and qualifications without discrimination based on race, age, gender identity, or other protected characteristics.

Additional Information

Applications are managed internally without third-party agency involvement. Agoda reserves the right to directly hire candidates from unsolicited CVs without recruitment fees.