Senior Technical Support - Flights Vertical

Trip Jack Pvt Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading travel technology company in Singapore is seeking a Senior Technical Support Specialist to manage flight-related technical issues and support queries. You will work with airlines and collaborate with various teams to ensure smooth operations. Ideal candidates should have 5-7 years of experience in technical support within the OTA/travel domain and strong knowledge of GDS, airline APIs, and debugging skills.

Qualifications

• 5-7 years of technical support experience in the OTA/travel domain.
• Strong knowledge of flight booking systems and airline APIs.
• Familiarity with post-booking flows and DGCA rules.

Responsibilities

• Provide L1/L2 technical support for flight-related queries.
• Investigate and debug GDS/API/LLM issues with airlines.
• Monitor flight booking flows to identify disruptions.

Skills

Technical support experience

Knowledge of GDS/API/LLM issues

Debugging and log analysis skills

Excellent communication skills

Proactive and ownership-driven mindset

Tools

Jira

Freshdesk

Kibana

Grafana

Job description

Senior Technical Support - Flights Vertical

As a Technical Support Specialist in the OTA/travel domain, you will be responsible for providing L1/L2 technical support for flight-related queries, issues, and escalations raised by agents, business teams, or internal stakeholders. Your duties will include investigating and debugging GDS/API/LLM issues with airlines such as IndiGo, Go First, Air India, and more. You will collaborate with product, development, QA, and ops teams to troubleshoot and resolve issues within defined SLAs.Additionally, you will proactively monitor flight booking flows, fares, refunds, and cancellation pipelines to identify and mitigate potential disruptions. It is crucial to maintain detailed logs, root cause analysis, and documentation for recurring issues. You will also play a key role in onboarding and training junior support staff while contributing to building a knowledge base. Participation in testing new features and releases to ensure support readiness is also expected, along with effectively communicating updates and resolutions to business teams and agents.To excel in this role, you should possess at least 5-7 years of technical support experience in the OTA/travel domain, specifically in Flights. Strong knowledge of flight booking systems, GDSs such as Galileo and Amadeus, airline APIs, and LLMs is essential. Familiarity with post-booking flows like schedule change handling, refunds, reissuance, and DGCA rules is also required. Hands-on experience with support tools like Jira, Freshdesk, and internal dashboards is a must. Excellent debugging and log analysis skills, along with basic SQL knowledge, will be beneficial.A proactive, ownership-driven mindset with attention to detail and a bias for action is highly valued in this role. It is also good to have experience with TravelPort, Mystifly, or direct airline APIs. Knowledge of SOAP/REST APIs, Postman, and basic scripting for API tests, as well as experience with monitoring tools like Kibana, Grafana, or custom internal logs, would be advantageous in performing your responsibilities effectively.,

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