Remote Technical Support Specialist -- AI-Powered Ops

Emerging Travel Group; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Remote work option

Supportive team

Training programs

Training reimbursement

Corporate English school

Travel discounts

MyTime Day Off

Job summary

Emerging Travel Group is seeking a Technical Support Specialist to assist internal users with hotel and room availability, investigate issues, and contribute to product improvements. You will work remotely from the United States and collaborate with product, development, and QA teams.

The role requires experience in technical support or IT operations, strong analytical skills, and the ability to read APIs/JSON/XML. Excellent English communication and proactive problem-solving are essential.

Qualifications

• Experience in technical support, integrations, or IT operations.
• Autonomy and proactivity are key requirements for this role.
• Ability to independently investigate technical issues by collecting data and testing hypotheses.
• Experience with logs, monitoring tools, and metrics; Grafana is a plus.
• Understanding of HTTP/API concepts and reading JSON/XML.
• Basic SQL skills for querying data.
• Ability to escalate issues to Development with evidence.
• Strong communication for calls with developers, users, suppliers, stakeholders.
• Conversational English at B2 level for calls and written communication.
• Ability to document solutions and contribute to process improvements.

Responsibilities

• Investigate technical requests from internal users related to hotel and room availability.
• Handle alerts related to drops in availability; analyze issues and monitor progress toward restoration.
• Reduce the workload of Development and QA by deepening technical expertise.
• Contribute to building and optimizing internal processes, documentation, and AI automations.

Skills

Tech support

Integrations

IT operations

Autonomy

Proactivity

Issue investigation

Logs & metrics

Grafana

APIs

JSON/XML

SQL

Escalation skills

Communication

English B2

Tools

Grafana

Job description

Emerging Travel Group is seeking a Technical Support Specialist to assist internal users with hotel and room availability, investigate issues, and contribute to product improvements. You will work remotely from the United States and collaborate with product, development, and QA teams.

The role requires experience in technical support or IT operations, strong analytical skills, and the ability to read APIs/JSON/XML. Excellent English communication and proactive problem-solving are essential.