Technical Support Specialist

Emerging Travel Group

. Investigate technical requests from internal users related to hotel and room availability, targeting valid CSAT.

Posted 10/7/2026full-timeRemote • Georgia, Montenegro, Vietnam, ThailandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and IT operations, with strong skills in data analysis, problem-solving, and process improvement. Proficient in managing projects, developing documentation, and utilizing automation tools to enhance operational efficiency.

Highest-signal resume keywords

Technical Support ExperienceData Analysis and InvestigationBasic SQL SkillsHTTP/API UnderstandingStrong Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportData AnalysisSQLHTTPAPIJSONXMLMonitoring ToolsTroubleshootingProcess Improvement

Soft Skills

Autonomous WorkProactive PlanningAdaptabilityFacilitation SkillsDocumentation Skills

Tools & Technologies

GrafanaAI Tools

Industry Keywords

TravelE-commerceIntegrations SupportAutomation

Tech Stack

Tools & technologies

GrafanaSQL

About the role

Key responsibilities & impact

Investigate technical requests from internal users related to hotel and room availability, targeting valid CSAT.
Handle alerts related to drops in availability by analyzing issues, developing and testing hypotheses, and monitoring progress toward restoring availability metrics.
Reduce the workload of Development and QA teams by deepening technical and functional expertise and improving the percentage and quality of escalations.
Contribute to building and optimizing internal processes and improving the product.
Participate in regular meetings with the Product team.
Manage projects, create and maintain documentation, develop AI-powered automations, and support other process improvement initiatives.

Requirements

What you’ll need

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

Benefits

Comp & perks

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.