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

About Agoda 

Agoda is Asia’s leading and fastest growing online hotel reservation platform. Our success is driven by worldclass technology, a highly resilient IT infrastructure, and exceptional engineering talent. Information Technology is a core capability at Agoda, and an IT career here offers outstanding growth opportunities in a fastmoving, multicultural environment representing more than 74 nationalities. 

This role operates in a high impact, fast paced engineering environment, where innovation and deep technical expertise are essential. We continuously improve end-user experience through automation, proactive monitoring, and scalable enterprise solutions—while never forgetting to enjoy the journey. 

 

We are looking for an experienced Senior/Staff Endpoint Systems Engineer to join our Bangkok-based team. This role serves as the final technical escalation point for complex, high-impact issues across endpoints and infrastructure. 

You will own the most challenging problems - driving deep into the root cause, working across teams and vendors to implement fixes and solutions. 

 

Key Responsibilities 

3rd Level (L3) Escalation & Advanced Troubleshooting 

• Act as the highest escalation point for unresolved 1st- and 2nd-level support cases. 

• Perform deep technical troubleshooting of complex OS and hardware issues, including:  

• Windows BSODs and driver issues. 

• Hardware level failures (audio, camera, networking, storage, thermal/throttling) 

• Root cause analysis and ensure findings result in long-term fixes, standards, or automation. 

• Work directly with vendors and internal engineering teams to resolve product level defects or systemic issues. 

• Own critical incidents from identification through resolution and post incident review. 

Enterprise Endpoint Engineering & Management 

• Manage and troubleshoot devices using enterprise tooling (Intune, Configuration Manager, KACE, JAMF, Altiris). 

• Design and maintain robust deployment, patching, compliance, and security baselines. 

• Enforce stability and performance standards across Windows fleets. 

Monitoring, Reliability & Proactive Engineering 

• Monitor endpoint health and performance using custom monitoring platforms. 

• Proactively identify trends, performance degradation, and systemic risks before user impact. 

• Design, enhance, and maintain desktop monitoring systems using:  

• Grafana 

• Telegraf 

• Open Telemetry (OTEL) Collector 

Automation, Tooling & Continuous Improvement 

• Develop automation and remediation solutions using PowerShell, Python, Bash, or similar. 

• Reduce manual effort by building self-healing and auto remediation mechanisms. 

• Improve support for workflows, escalation quality, diagnostics, and documentation. 

Technical Ownership 

• Mentor and coach 1st- and 2nd-level teams, raising overall technical maturity. 

• Provide guidance during outages or high severity incidents. 

• Take full ownership; you drive problems to resolution, not handoffs. 

 

What You’ll Need to Succeed 

Required

• Bachelor's degree in computer science, Engineering, or equivalent experience. 

• 5+ years of hands-on experience supporting and engineering desktop and endpoint infrastructure. 

• Proven experience operating as a 3rd level escalation engineer. 

• Strong expertise in:  

• Windows internals in corporate environments 

• Advanced OS troubleshooting (BSODs, drivers, updates, performance issues) 

• Enterprise Endpoint Management platforms (ie.Intune, ConfigMgr, KACE, Altiris) 

• Excellent analytical, communication, and stakeholder management skills. 

• Strong sense of ownership, accountability, and customer focus. 

 

Nice to Have 

• Microsoft 365 Certified: Endpoint Administrator Associate (MD102) 

• Experience querying and analyzing data using SQL, PromQL, LogQL 

• Advanced scripting skills (PowerShell preferred; Python/Bash a plus) 

• Experience building or enhancing endpoint reliability or telemetry platforms 

 

Why Join Us? 

• Work on global-scale endpoint environments with real impact. 

• Operate as a true L3 engineering authority, not a ticket resolver. 

• Influence tooling, standards, automation, and architectural decisions. 

• Collaborate with worldclass engineers in a diverse, international environment. 

 

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