Senior Technical Support

3 days ago

Singapore Trip Jack Pvt Ltd Full time

Senior Technical Support - Flights Vertical
As a Technical Support Specialist in the OTA/travel domain, you will be responsible for providing L1/L2 technical support for flight-related queries, issues, and escalations raised by agents, business teams, or internal stakeholders. Your duties will include investigating and debugging GDS/API/LLM issues with airlines such as IndiGo, Go First, Air India, and more. You will collaborate with product, development, QA, and ops teams to troubleshoot and resolve issues within defined SLAs.Additionally, you will proactively monitor flight booking flows, fares, refunds, and cancellation pipelines to identify and mitigate potential disruptions. It is crucial to maintain detailed logs, root cause analysis, and documentation for recurring issues. You will also play a key role in onboarding and training junior support staff while contributing to building a knowledge base. Participation in testing new features and releases to ensure support readiness is also expected, along with effectively communicating updates and resolutions to business teams and agents.To excel in this role, you should possess at least 5-7 years of technical support experience in the OTA/travel domain, specifically in Flights. Strong knowledge of flight booking systems, GDSs such as Galileo and Amadeus, airline APIs, and LLMs is essential. Familiarity with post-booking flows like schedule change handling, refunds, reissuance, and DGCA rules is also required. Hands-on experience with support tools like Jira, Freshdesk, and internal dashboards is a must. Excellent debugging and log analysis skills, along with basic SQL knowledge, will be beneficial.A proactive, ownership-driven mindset with attention to detail and a bias for action is highly valued in this role. It is also good to have experience with TravelPort, Mystifly, or direct airline APIs. Knowledge of SOAP/REST APIs, Postman, and basic scripting for API tests, as well as experience with monitoring tools like Kibana, Grafana, or custom internal logs, would be advantageous in performing your responsibilities effectively.,
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Senior Technical Support - Flights Vertical
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APIs, Digital Advertising,AdTech industry, programmatic advertising concepts, RESTful services, data analysis tools, problemsolving skills, English communication skills, multinational organization experience
Cloud Platforms, Robotic Process Automation RPA Tools, SQL Data Handling
APIs, Digital Advertising,AdTech industry, programmatic advertising concepts, RESTful services, data analysis tools, problemsolving skills, English communication skills, multinational organization experience
Cloud Platforms, Robotic Process Automation RPA Tools, SQL Data Handling
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