Technical Support Specialist

• 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.

• 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.

• 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.