[Hiring] Technical Support Specialist @Emerging Travel Group

Role Description

We are looking for a Technical Support Specialist!

• Investigate technical requests from internal users related to hotel and room availability. Key metric: Valid CSAT.
• Handle alerts related to drops in availability: analyze issues, develop and test hypotheses, and monitor progress toward restoring availability metrics. Key metric: Hotel and room availability rates by brand, partner, and supplier.
• Reduce the workload of Development and QA teams by continuously deepening technical and functional expertise. Key metric: Percentage and quality of escalations.
• Contribute to building and optimizing internal processes and improving the product. This includes:
  • Regular meetings with the Product team
  • Managing projects
  • Creating and maintaining documentation
  • Developing AI-powered automations
  • Other process improvement initiatives

Qualifications

• Experience in technical support, integrations, or IT operations.
• Autonomy and proactivity are key requirements for this role. There is no constant micromanagement within the team.
• Ability to independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem.
• Experience working with logs, monitoring tools, and metrics. Experience with Grafana is a plus.
• Understanding of HTTP/API concepts, response codes, requests and responses, and the ability to read and interpret JSON/XML.
• Basic SQL skills for independently querying and validating data.
• Ability to escalate issues to Development effectively by clearly documenting symptoms, business impact, troubleshooting steps, and collected evidence.
• Strong communication skills, including the ability to facilitate calls with developers, internal users, suppliers, and stakeholders, adapting explanations to the audience.
• Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication.
• Ability to document solutions and contribute to continuous process improvement.

Requirements

• Experience in travel or e-commerce, external integrations support, automation, and the use of AI tools would be a great plus.

Benefits

• Opportunity to work remotely.
• Ambitious and supportive team who love what they do, appreciate each other, and grow together.
• Internal programs for adaptation and training, development of soft skills, and leadership abilities.
• Partial compensation for participating in external training and conferences.
• Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world.
• Corporate prices on hotels and travel services.
• MyTime Day Off - an extra non-working day without loss of compensation.