Technical Support Specialist

This is a fully remote position, open to applicants in Kazakhstan, +2 more countries.

📋 Description

• Examine technical inquiries from internal users concerning hotel and room availability.

• Address alerts related to declines in availability by assessing issues, developing and testing hypotheses, and tracking progress to restore availability metrics.

• Alleviate the workload of Development and QA teams by enhancing technical and functional knowledge.

• Aid in the development and optimization of internal processes while enhancing the product.

• Engage in regular meetings with the Product team.

• Oversee projects and create as well as maintain documentation.

• Create AI-driven automations and support various process improvement initiatives.

⛳️ Requirements

• Background in technical support, integrations, or IT operations.

• Self-sufficiency and initiative; capable of planning work independently, prioritizing tasks, adapting to changing situations, and proactively taking necessary actions.

• Proficiency in autonomously investigating technical issues by gathering data, formulating and testing hypotheses, identifying root causes, or pinpointing problem sources.

• Experience with logs, monitoring tools, and metrics; familiarity with Grafana is an advantage.

• Comprehension of HTTP/API concepts, response codes, requests and responses, along with the capability to read and interpret JSON/XML.

• Basic SQL skills for independently querying and verifying data.

• Competence in effectively escalating issues to Development by documenting symptoms, business impacts, troubleshooting steps, and collected evidence.

• Excellent communication skills, including the ability to facilitate discussions with developers, internal users, suppliers, and stakeholders.

• Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication.

• Capability to document solutions and contribute to ongoing process enhancement.

• Preferred: experience in travel or e-commerce, external integrations support, automation, and utilization of AI tools.

🏝️ Benefits

• Flexibility to work remotely.

• Ambitious and supportive team that shares a passion for their work, values each other, and grows together.

• Internal programs for onboarding and training, enhancing soft skills, and developing leadership abilities.

• Partial reimbursement for participation in external training and conferences.

• Corporate English school offering group and individual lessons, along with speaking clubs with colleagues from around the globe.

• Corporate discounts on hotels and travel services.

• MyTime Day Off - an additional non-working day with no loss of pay.