Senior/Staff Endpoint Systems Engineer (L3) - Bangkok Based

About Agoda

Agoda, established in 2005 by two passionate entrepreneurs, connects travelers to destinations through a leading online hotel reservation platform in Asia. As part of Booking Holdings and a diverse team of over 7,000 employees from 90 countries, Agoda offers millions of hotels, flights, and experiences worldwide. Technology and data lie at the core of Agoda’s operations, fostering innovation and continuous improvement in a dynamic environment.

Role Overview

Working from Bangkok, the Senior/Staff Endpoint Systems Engineer will handle the highest level of technical challenges related to endpoint and infrastructure issues. This position is pivotal in troubleshooting complex problems, collaborating cross-functionally, and implementing long-term solutions to enhance user experience.

Key Responsibilities

• Serve as the top-level escalation for unresolved support cases from L1 and L2 teams.
• Conduct thorough investigation and resolution of intricate operating system and hardware problems, including Windows BSODs, driver malfunctions, and hardware faults (audio, camera, network, storage, thermal throttling).
• Perform root cause analysis to drive permanent resolutions, automation, and standards enforcement.
• Collaborate with vendors and internal teams to address product defects and widespread issues.
• Manage critical incidents from detection through resolution and post-incident analysis.
• Oversee endpoint device management and troubleshooting via enterprise tools like Intune, Configuration Manager, KACE, JAMF, and Altiris.
• Design and enforce deployment, patch, compliance, and security baselines for Windows device fleets, ensuring performance and stability.
• Implement and maintain monitoring systems to track endpoint health and preemptively identify performance degradation or risks, using platforms such as Grafana, Telegraf, and Open Telemetry Collector.
• Create automation scripts and remediation solutions with PowerShell, Python, Bash, or similar to reduce manual workload and develop self-healing systems.
• Enhance support processes, diagnostics, and documentation to improve team efficiency.
• Mentor L1 and L2 support teams, elevating overall technical skill and readiness.
• Lead resolution efforts during outages or high-severity incidents, ensuring follow-through and accountability.

Candidate Profile

• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience.
• Minimum 5 years’ practical experience in endpoint infrastructure engineering and support.
• Demonstrated capability as a third-level escalation engineer.
• In-depth knowledge of Windows internals, advanced OS troubleshooting (BSODs, drivers, updates, performance), and enterprise endpoint management platforms (Intune, ConfigMgr, KACE, Altiris).
• Strong analytical skills with excellent communication and stakeholder management abilities.
• High levels of ownership, accountability, and customer focus.

Preferred Qualifications

• Microsoft 365 Certified: Endpoint Administrator Associate (MD102) credential.
• Experience with data querying languages such as SQL, PromQL, and LogQL.
• Advanced scripting experience, especially PowerShell, with Python and Bash as additional advantages.
• Background in developing or enhancing endpoint telemetry and reliability platforms.

Why Work Here?

• Engage with a large-scale, global endpoint environment impacting millions of users.
• Operate at a senior engineering level, focusing on technical leadership rather than ticket handling.
• Influence enterprise tooling, automation, standards, and architectural strategies.
• Collaborate within a diverse and international talent pool of high-caliber engineers.

Additional Information

Agoda is an equal opportunity employer committed to fostering diversity and inclusion. Employment decisions are based solely on merit and qualifications, irrespective of any legally protected characteristics. The company maintains high standards for privacy and recruitment transparency and does not accept unsolicited agency referrals.