Technical Support Specialist

RateHawk; United States; À distance; USD 55 000 - 85 000; Plein temps

Avantages offerts par ce poste

Remote work option

Corporate English tuition

Résumé du poste

RateHawk seeks a Technical Support Specialist to investigate internal requests about hotel availability, analyze alerts, and contribute to product improvements. The role emphasizes data-driven problem solving, logs/monitoring, and collaboration with developers to restore availability metrics.

Strong communication and English (B2) are required, with the ability to document solutions and drive AI-driven automation initiatives.

Qualifications

• Experience in technical support, integrations, or IT operations.
• Ability to investigate technical issues by data collection and hypothesis testing.
• Experience with logs, monitoring tools; Grafana is a plus.
• Understanding of HTTP/API concepts and JSON/XML.
• Basic SQL skills for data validation.
• Strong communication and collaboration with developers and stakeholders.
• Conversational English at B2 level for calls and written work.
• Ability to document solutions and contribute to process improvements.

Responsabilités

• Investigate technical requests from internal users related to hotel availability.
• Handle alerts about availability drops; analyze and test hypotheses.
• Reduce Dev/QA workload by deepening technical and functional expertise.
• Contribute to process optimization, documentation, and AI-powered automations.
• Participate in regular Product team meetings and project management.

Connaissances

Technical support

IT operations

Data collection & hypothesis testing

Logs & monitoring

HTTP/API concepts

JSON/XML reading

SQL basics

Communication skills

English B2

Outils

Grafana

Description du poste

We are looking for aTechnical Support Specialist!

Key responsibilities

1.Investigate technical requests from internal usersrelated to hotel and room availability.Key metric:Valid CSAT.

2.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.

3.Reduce the workload of Development and QA teamsby continuously deepening technical and functional expertise.Key metric:Percentage and quality of escalations.

4.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, and other process improvement initiatives.

1. Experience in technical support, integrations, or IT operations.

2.Autonomy and proactivity are key requirements for this role.There is no constant micromanagement within the team. The specialist is expected to plan their work independently, set priorities, respond to changing circumstances, and proactively initiate necessary actions.

1. Ability to independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem.
2. Experience working with logs, monitoring tools, and metrics. Experience with Grafana is a plus.
3. Understanding ofHTTP/API concepts, response codes, requests and responses, and the ability to read and interpretJSON/XML.
4. BasicSQLskills for independently querying and validating data.
5. Ability to escal…
6. Strong communication skills, including the ability to facilitate calls with developers, internal users, suppliers, and stakeholders, adapting explanations to the audience.

9.Conversational English at B2 level or equivalent practical proficiencyfor work-related calls and written communication.

1. Ability to document solutions and contribute to continuous process improvement.

Preferred skills

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

• 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.

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