About the Company
Emerging Travel Group is a global travel-tech company that develops online booking platforms for individual tourists, travel agents, and companies organizing business trips. Its solutions help hoteliers showcase their accommodations, increase visibility, and reach a broader audience.
Responsibilities
•Investigate technical requests from internal users related to hotel and room availability, with valid CSAT as a key metric
•Analyze alerts about drops in availability, develop and test hypotheses, and monitor progress toward restoring availability metrics
•Track hotel and room availability rates by brand, partner, and supplier
•Reduce the workload of Development and QA teams by continuously deepening technical and functional expertise
•Track the percentage and quality of escalations
•Contribute to building and optimizing internal processes and improving the product
•Meet regularly with the Product team, manage projects, create and maintain documentation, develop AI-powered automations, and support other process improvement initiatives
Requirements
•Experience in technical support, integrations, or IT operations
•Work autonomously and proactively, plan and prioritize tasks independently, adapt to changing circumstances, and initiate necessary actions without constant micromanagement
•Independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem
•Experience with logs, monitoring tools, and metrics
•Understand HTTP/API concepts, response codes, requests, and responses; read and interpret JSON/XML
•Basic SQL skills for querying and validating data independently
•Document issues for Development escalations, including symptoms, business impact, troubleshooting steps, and collected evidence
•Strong communication skills, including facilitating calls with developers, internal users, suppliers, and stakeholders, and adapting explanations to the audience
•Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication
•Document solutions and contribute to continuous process improvement
Nice to Have
Grafana, experience in travel or e-commerce, external integrations support, automation, and use of AI tools
Conditions
•Partial compensation for external training and conferences
•Corporate English school with group and individual lessons and speaking clubs with colleagues worldwide
•Corporate prices on hotels and travel services
•MyTime Day Off: an extra non-working day without loss of compensation
•Internal programs for adaptation and training, soft skills development, and leadership abilities
