Technical Support Specialist (Traveltech)

Location: Remote, Almaty, Kazakhstan

Salary: $1,100/month gross

Company

Emerging Travel Group.

What you will do

• Investigate technical requests from internal users related to hotel and room availability, maintaining valid CSAT.
• Analyze availability alerts, develop and test hypotheses, and monitor recovery of hotel and room availability metrics by brand, partner, and supplier.
• Reduce Development and QA workload by deepening technical and functional expertise and improving the quality of escalations.
• Work with Product on internal process and product improvements, including meetings, project management, documentation, and AI-powered automations.

Requirements

• Experience in technical support, integrations, or IT operations.
• Autonomous and proactive approach: independently plan work, set priorities, respond to changing circumstances, and initiate actions without constant supervision.
• Ability to investigate technical issues independently by collecting data, formulating and testing hypotheses, identifying root causes, or isolating problem sources.
• Experience working with logs, monitoring tools, and metrics.
• Understanding of HTTP and API concepts, response codes, requests and responses, and ability to read and interpret JSON and XML.
• Basic SQL skills for querying and validating data independently.
• Ability to document symptoms, business impact, troubleshooting steps, and evidence when escalating issues to Development.
• 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.
• Ability to document solutions and contribute to continuous process improvement.

Nice to have

• Experience with Grafana.
• Experience in travel or e-commerce.
• Experience supporting external integrations.
• Experience with automation and AI tools.

Culture & Benefits

• Remote work opportunity.
• Supportive team environment with opportunities to grow together.
• Internal onboarding, training, soft-skills, and leadership development programs.
• Partial compensation for external training and conferences.
• Corporate English school with group and individual lessons and speaking clubs.
• Corporate prices on hotels and travel services, plus an additional paid MyTime Day Off.