AI Tools Support Engineer (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.

The AI Tools Support Engineer will provide advanced support and enablement for AI and productivity tools (e.g., Claude, ChatGPT, Cursor, Copilot, internal GPT solutions) used across Agoda. The role partners closely with the GPT Tool Team, translating end‑user needs and issues into scalable solutions, documentation, and improvements. This person will own L2–L3 support, drive safe and effective adoption of AI tools, and act as a bridge between end users, IT, and the GPT Tool Team.

What You’ll Do:

• Provide L2–L3 support for AI and productivity tools, including troubleshooting, incident handling, and escalations.
• Meet and help define SLAs for response and resolution times, ensuring tickets and incidents are handled within agreed timelines.
• Proactively monitor queues, prioritize issues based on impact/severity, and communicate clearly with users on status and next steps.
• Work closely with the GPT Tool Team to relay user feedback, common issues, and feature requests into product and configuration improvements.
• Create and maintain self‑service guides, FAQs, and playbooks to reduce recurring tickets and improve user experience.
• Monitor usage patterns and support trends; propose process, policy, or tooling changes to improve reliability and adoption.
• Collaborate with security, IT, and engineering teams to ensure safe, compliant, and governed use of AI tools.
• Support trainings, onboarding materials, and internal communications to help users adopt AI tools effectively.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• At least 2 years of experience in technical support, IT support, productivity tools support, or similar user‑facing technical role.
• Strong understanding of modern SaaS / productivity tooling; familiarity with AI tools (e.g., ChatGPT, Claude, Copilot, Cursor) or willingness and ability to ramp up quickly.
• Solid troubleshooting skills and ability to investigate issues across user, configuration, and basic integration layers.
• Experience writing clear user‑facing documentation (how‑to guides, FAQs, internal wiki pages).
• Strong communication skills and ability to work with both technical and non‑technical stakeholders.
• Proven track record of driving improvements in support processes, knowledge base, or tooling.

Preferred Qualifications:

• Experience working with LLMs, chatbots, or AI-powered productivity tools in an enterprise environment.
• Basic scripting or automation skills (e.g., Python, PowerShell, Google Apps Script) to help with analysis or simple tools.
• Experience partnering with product/engineering teams and representing end-user needs.