Agoda seeks a Global Technical Support Engineer Manager to lead Level 1 IT support operations. The role involves driving service excellence and ensuring a high-quality, customer-centric support experience. The manager will oversee daily service operations, including reporting on ticket volumes and response times, and ensure incident and request processes are followed effectively. Responsibilities include working with Infrastructure, Security, and Engineering teams to support issue resolution and providing IT input into upcoming projects. The ideal candidate will have a strong track record in managing frontline IT support teams and balancing operational performance with people leadership.
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.
**Senior Security Operations Engineer:**
We are seeking a hands-on Senior Security Operations Engineer to operate and improve key enterprise security platforms across endpoint, server, network, and secure access environments. This role will work closely with infrastructure, network, IT, and engineering teams to strengthen security operations, improve service reliability, and drive automation across critical security technologies.
**Key Responsibilities:**
* Design, build, and optimize CrowdStrike across user devices and server environments; define and enforce sensor policies, detection tuning, and response playbooks.
* Administer and support Zscaler ZIA, ZDX, and ZPA. Manage policy lifecycles, tunnel configurations, app connector health, and user experience monitoring.
* Troubleshoot and resolve issues related to network connectivity, VPN, secure access, and SASE services.
* Support security operations activities, incident handling, and root cause analysis across managed platforms.
* Use APIs and scripting to automate routine tasks, reporting, and platform integrations.
* Deploy and manage security platform configurations through Terraform and CI/CD pipelines, following IaC best practices and change management processes.
* Apply generative AI use cases to improve operational workflows, troubleshooting, and team productivity.
**Required Skills and Experience:**
* 7+ years of experience in security operations, endpoint security, network security, or security engineering roles.
* Hands-on experience with CrowdStrike for both user devices and servers.
* Strong knowledge of Zscaler ZIA, ZDX, and ZPA or other SASE solutions.
* Experience in troubleshooting network, VPN, and SASE-related issues in enterprise environments.
* Familiarity with APIs, scripting, Terraform, and CI/CD pipelines.
* Strong problem-solving skills and the ability to collaborate across multiple technical teams.
#### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
You will provide Level 2 or Level 3 Application Managed Services (AMS) support, handling escalated production incidents and performing in-depth troubleshooting to ensure compliance with Service Level Agreements. You will lead problem management initiatives to identify root causes and deliver permanent fixes, while also participating in the design and implementation of medium to complex enhancements. Additionally, you will support business development efforts by contributing to proposals and presentations, and mentor junior team members to foster a collaborative and high-performing environment.
We are seeking a People Technology Security Specialist to strengthen the security framework across our People Team platforms. This role focuses on ensuring secure access and data governance within Workday (HRIS), while supporting related systems such as Greenhouse (ATS), Zendesk, and Tableau. You will collaborate closely with IT Security, internal and external audit teams, the Data Privacy team, and the Employee Relations team to drive ongoing improvements to our security framework. This position involves supporting employee and candidate-related audits, ensuring compliance with GDPR and other data protection regulations, and broadening your expertise across the functional aspects of People systems.
In this role, you will take ownership of the security architecture for the People Team across all platforms, including Workday, Greenhouse, Zendesk, and Tableau. You will design, implement, and maintain secure access controls, role-based permissions, and cross-platform security standards. You will also lead efforts to continuously improve people data handling workflows by identifying process gaps, implementing best practices, and leveraging technology to optimize efficiency and data integrity. Additionally, you will support, mentor, and potentially lead junior team members, fostering a growth mindset and driving a culture of continuous improvement.
