We are looking for a Technical Support Specialist!
Key responsibilities
1. Investigate technical requests from internal users related to hotel and room availability. Key metric: Valid CSAT.
2. Handle alerts related to drops in availability: analyze issues, develop and test hypotheses, and monitor progress toward restoring availability metrics. Key metric: Hotel and room availability rates by brand, partner, and supplier.
3. Reduce the workload of Development and QA teams by continuously deepening technical and functional expertise.Key metric: Percentage and quality of escalations.
4. Contribute to building and optimizing internal processes and improving the product. This includes regular meetings with the Product team, managing projects, creating and maintaining documentation, developing AI-powered automations, and other process improvement initiatives.
Requirements
1. Experience in technical support, integrations, or IT operations.
2. Autonomy and proactivity are key requirements for this role. There is no constant micromanagement within the team. The specialist is expected to plan their work independently, set priorities, respond to changing circumstances, and proactively initiate necessary actions.
3. Ability to independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem.
4. Experience working with logs, monitoring tools, and metrics. Experience with Grafana is a plus.
5. Understanding of HTTP/API concepts, response codes, requests and responses, and the ability to read and interpret JSON/XML.
6. Basic SQL skills for independently querying and validating data.
7. Ability to escalate issues to Development effectively by clearly documenting symptoms, business impact, troubleshooting steps, and collected evidence.
8. Strong communication skills, including the ability to facilitate calls with developers, internal users, suppliers, and stakeholders, adapting explanations to the audience.
9. Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication.
10. Ability to document solutions and contribute to continuous process improvement.
Preferred skills
Experience in travel or e-commerce, external integrations support, automation, and the use of AI tools would be a great plus.
Benefits
- 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.
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Skills Required
- Experience in technical support, integrations, or IT operations
- Autonomy and proactivity, including independent work planning and prioritization
- Ability to investigate technical issues, test hypotheses, identify root causes, and isolate problems
- Experience with logs, monitoring tools, and metrics
- Understanding of HTTP and API concepts, response codes, requests, and responses
- Ability to read and interpret JSON and XML
- Basic SQL skills for querying and validating data
- Ability to document and escalate issues effectively to Development teams
- Strong communication skills with developers, users, suppliers, and stakeholders
- Conversational English at B2 level or equivalent
- Ability to document solutions and support continuous process improvement
- Experience with Grafana
- Experience in travel or e-commerce
- Experience supporting external integrations
- Experience with automation and AI tools
Emerging Travel Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Emerging Travel Group and has not been reviewed or approved by Emerging Travel Group.
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Wellbeing & Lifestyle Benefits — Remote-first arrangements and flexible schedules are highlighted across brands, and corporate prices on hotels and other travel services provide an industry-specific perk. Learning supports such as a corporate English school and partial reimbursement for courses and conferences complement the lifestyle-oriented package.
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Leave & Time Off Breadth — An extra paid “MyTime Day Off” once per quarter is described to support work–life balance. Generous PTO, paid sick days, and paid holidays are also referenced on third‑party listings.
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Healthcare Strength — In the U.S., health insurance with HSA options is described as available for some employees.
Emerging Travel Group Insights
What We Do
Emerging Travel is an online travel group based in Delaware, USA. The company operates brands RateHawk, ZenHotels and RoundTrip in 180+ source markets. Our products help customers select and book all types of accommodation from over 1.7 m options in 220 countries. Our goal is to enable customers to plan all aspects of travel for work and for pleasure. Emerging Travel Group has been founded in 2010, and today employs more than 1 200 people across Europe, CIS, Middle East, and South Africa in roles ranging from product and business development to specialized multilingual customer support for all our customers, whether they are trade partners or individuals simply booking their hotels online. Our mission is to enrich everyone’s travel experience around the world through cutting edge technology and excellent customer service.
