Partner Advocate (Technical Partner Support)

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Partner Advocate/Technical Partner Support

Expedia B2B is the B2B arm of Expedia Group. We bring Expedia Group's innovative technology and distribution solutions to partners across the world. These businesses include global financial institutions, corporate managed travel, offline travel agents, global travel suppliers (like major airlines) and many more.

As a Partner Advocate, you will collaborate directly with our partners when they require assistance or service. You will work closely with our Sales, Technical, Product, and Operations teams to investigate and resolve technical issues, fulfil business-critical service requests, and improve the overall support experience.

The Partner Advocate role reports to the regional Support team lead inside B2B and represents the voice of our partners. A passion for travel, curiosity for technology, strong troubleshooting skills, and the ability to communicate clearly with both technical and non-technical audiences are critical to success in this role.

In this role, you will:

• Effectively analyze, troubleshoot, and resolve partner-raised support cases using our incident management and support tooling, including Zendesk and other internal systems.

• Fulfil service requests raised by internal and external parties, including access, configuration, content, and operational support needs.

• Investigate technical issues across B2B products and workflows, including API-related inquiries, partner configuration questions, and product behavior concerns.

• Communicate clearly and professionally with partners, setting expectations, providing updates, and translating technical findings into understandable next steps.

• Work cross-functionally with Product, Escalation Management, Sales, Account Management, Operations, and other internal teams to progress investigations and drive resolution.

• Provide detailed case context, supporting evidence, and clear documentation when raising issues that require deeper technical review or product-level action.

• Contribute to knowledge-sharing by authoring and improving internal knowledge base content, support guides, macros, and training materials.

• Identify recurring case patterns, root causes, and opportunities for improved self-service, workflow efficiency, automation, or AI-assisted support.

• Use available tools, reporting, dashboards, logs, and support resources to improve troubleshooting quality and decision-making.

• Monitor the health and availability of Expedia products and stay current on new launches, enhancements, support processes, and partner-impacting changes.

• Support a global team model by collaborating across regions and helping maintain consistent support standards, documentation, and partner experience.

Competencies:

• Technical troubleshooting and investigative thinking

• Problem solving and judgment

• Customer focus

• Clear written and verbal communication

• Organizational effectiveness

• Cross-functional collaboration

• Continuous improvement mindset

• Learning agility and adaptability

Experience and Qualifications:

• Proficiency with HTTP APIs and SQL, with the ability to apply technical knowledge in a support or troubleshooting environment.

• Ability to investigate and resolve complex technical or operational issues with a high degree of ownership and sound judgment.

• Ability to communicate technical concepts clearly to both technical and non-technical audiences.

• Strong written communication skills, including the ability to document findings, draft partner-facing responses, and create internal process guidance.

• Familiarity with incident management, case management, and support best practices, including ITSM or ITIL concepts.

• Ability to manage multiple priorities, work effectively in a fast-paced environment, and make informed decisions with incomplete information.

• General familiarity with web-based products, partner integrations, and common concepts in high-volume online platforms.

• Experience using support, CRM, and troubleshooting tools such as Zendesk, Salesforce, Confluence, Jira, Splunk, Postman, Bruno, or similar platforms.

• Fluency in spoken and written English; additional language skills are a plus.

• Bachelor’s degree preferred, ideally in Computer Science, Information Systems, Engineering, or a related field.

• Experience solving complex technical support issues or partner-facing operational issues.

• Experience working in a customer support, technical support, partner support, or service operations environment.

Preferred Experience:

• Online travel, travel technology, or B2B platform support

• Technical consultation or partner-facing technical support

• API support, integration troubleshooting, or platform operations

• Contact center or customer support operations

• Experience improving processes, documentation, macros, workflows, or self-service support content

• Experience identifying opportunities for automation or AI-assisted support

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity