Technical Support Engineer

Milano, Lombardia, Italia | Product | Full-time

Apply by: Feb. 1, 2021

TUI Musement is a leading Tours & Activities business. It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets and transfers in more than 50 countries worldwide. There are over 130,000 ‘things to do’ in all major holiday and city destinations, which are distributed through B2B partners, via the Musement and TUI websites and direct to TUI customers. We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide. TUI Musement sold around 10 million excursions, tours and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group.

In 2018, TUI’s Tours & Activities division acquired Musement, a leading travel tech start-up. Following a two-year transition period, both became one fully integrated business - known as TUI Musement - combining the global reach, strong resources and high-quality in-destination service delivery of TUI, with the digital capabilities, agile working methodology and start-up mindset of Musement.

In 2020 we have been awarded with the Great Place To Work Italia Certification.

Your mission @TUI Musement

Within our Product & Tech Team, Technical Support Engineer will provide technical support to the company’s stakeholders and across different departments, in particular by implementing solutions autonomously or liaising, where needed, with any of the. relevant developer within the company. Candidates should soon acquire a base knowledge on multiple technical areas and products with a strong understanding of operational needs and complexities (customer service, supply, finance, etc.). Also, she/he will then need to be highly knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with outstanding diagnostic and troubleshooting skills with a positive attitude, a love of people, and superb communication skills, adaptability, and independence.

What will you do with us

  • Create and follow processes and procedures for technical support workflow
  • Troubleshoot and diagnose customers/stakeholders issues involving 3rd party products using a variety of resources, including documentation, knowledge base, bug database, source code, and the world wide technical and field teams via Community forums
  • Coordinate communication with internal co-workers regarding expectations for callbacks, follow-ups regarding their issues, interactions with development, and other open issues
  • Escalate product issues to management or other team members
  • Log product defects and feature requests clearly in the corresponding systems
  • Provide Development Team with clear and complete information, when development assistance is required, carrying out recommended diagnostic steps and gathering information as necessary
  • Demonstrate and apply a good understanding of knowledge capturing principles (e.g. create new knowledge resources and/or update the existing ones - product demos, KB and technical articles/documentation, code libraries)
  • Review product documentation, identify topics needing improvement

What you are expected to bring

  • Programming experience or knowledge of programming languages/technologies
  • Fluency in English

What will help you be successful in this role

  • Easily approachable react calmly under stressful situations
  • Confidentiality if needed

What you have already achieved

  • 2+ years of experience (or equivalent) providing technical support for enterprise software and systems using product documentation, knowledge base, database, source code, IDEs (integrated development environments), SQL


  • The opportunity to join the team of one of the most exciting divisions of Europe’s largest travel company

 Full-time position based in: MILAN, Italy