technical support specialist in travel tech

HireHi; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Opportunity to work remotely

Corporate English training

Discounts on travel services

Job summary

Emerging Travel Group ищет специалиста по техподдержке и интеграциям в глобальной travel-tech компании. В обязанности входит анализ запросов пользователей, работа с инцидентами, развитие внутренних процессов и автоматизации с участием продуктов и разработки.

Кандидат должен владеть English на уровне B2, уметь работать автономно, собирать данные, тестировать гипотезы и документировать шаги решения.

Qualifications

• Опыт технической поддержки/интеграций/IT-операций.
• Умение планировать работу автономно и адаптироваться к изменениям.
• Умение собирать данные и формулировать гипотезы.
• Опыт работы с логами, мониторингом и метриками.
• Понимание HTTP/API, чтения JSON/XML.
• Базовые навыки SQL для выборки данных.
• Умение передавать информацию разработчикам и бизнес-стейкхолдерам.
• Говорящий на английском языке уровня B2.
• Умение документировать решения и улучшать процессы.
• Будет плюсом Grafana, опытTravel/e-commerce, интеграции, AI-инструменты.

Responsibilities

• Investigate internal users' requests related to hotel/room availability.
• Analyze alerts on availability drops, test hypotheses, monitor recovery.
• Deepen technical knowledge to reduce workload of Dev & QA teams.
• Contribute to building internal processes and product improvements.
• Meet with Product team, manage projects, maintain docs, develop automations.
• Document symptoms, impact, troubleshooting steps when escalating.

Skills

Technical support experience

Autonomy and initiative

Data collection and hypothesis testing

Logs, monitoring, metrics

HTTP/API concepts

SQL basics

Effective communication

English B2

Documentation and process improvement

Grafana knowledge

Tools

Grafana

Job description

Описание

Emerging Travel Group is a global travel-tech company that develops online booking platforms for individual tourists, travel agents, and companies organizing business trips. Its solutions help hoteliers showcase their accommodations, increase visibility, and attract a broader audience. The company creates, distributes, and operates travel products.

Задачи

Investigate internal users' technical requests related to hotel and room availability Analyze alerts about drops in availability, develop and test hypotheses, and monitor progress toward restoring availability metrics Deepen technical and functional expertise to reduce the workload of Development and QA teams Contribute to building and optimizing internal processes and improving the product Meet regularly with the Product team, manage projects, create and maintain documentation, develop AI-powered automations, and pursue other process improvement initiatives Document symptoms, business impact, troubleshooting steps, and collected evidence when escalating issues to Development

Требования

• Experience in technical support, integrations, or IT operations
• Ability to work autonomously and proactively, plan work independently, set priorities, respond to changing circumstances, and initiate necessary actions
• Ability to investigate technical issues independently by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem
• Experience with logs, monitoring tools, and metrics
• Understanding of HTTP/API concepts, response codes, requests, and responses; ability to read and interpret JSON/XML
• Basic SQL skills for independently querying and validating data
• Ability to elevate issues to Development effectively
• Strong communication skills, including facilitating calls with developers, internal users, suppliers, and stakeholders, and 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
• Будет плюсом: Grafana, travel or e-commerce experience, external integrations support, automation, AI tools

Условия

• Opportunity to work remotely
• Partial compensation for external training and conferences
• Corporate English school with group and individual lessons and speaking clubs with colleagues from around the world
• Corporate prices on hotels and travel services
• MyTime Day Off: an extra non-working day without loss of compensation
• Internal adaptation and training programs, soft skills development, and leadership abilities development