Technical support specialist travel booking platforms

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 reach a broader audience.

• Investigate technical requests from internal users related to hotel and room availability, with valid CSAT as a key metric.
• Analyze alerts about drops in availability, develop and test hypotheses, and monitor progress toward restoring availability metrics.
• Track 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.
• Track the percentage and quality of escalations.
• 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 support other process improvement initiatives.

• Experience in technical support, integrations, or IT operations
• Work autonomously and proactively, plan and prioritize tasks independently, adapt to changing circumstances, and initiate necessary actions without constant micromanagement
• Independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem
• Experience with logs, monitoring tools, and metrics
• Understand HTTP/API concepts, response codes, requests, and responses; read and interpret JSON/XML
• Basic SQL skills for querying and validating data independently
• Document issues for Development escalations, including symptoms, business impact, troubleshooting steps, and collected evidence
• 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
• Document solutions and contribute to continuous process improvement

• Grafana, experience in travel or e-commerce, external integrations support, automation, and use of AI tools

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