Technical Support Specialist at plusgrade

ABOUT PLUSGRADE:   Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 200+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences.   ABOUT THE ROLE:   The Global Care Team (our name for Customer Care) forms a critical component of our Operations team and our customer experience ecosystem. We are seeking an ambitious and experienced individual to join our growing team as a technical leader, mentor, and strategic problem-solver to help with the daily operation and strategic support of our global customer base. Reporting to the Global Care Director, the Technical Support Specialist will be responsible for providing advanced, proactive, and complex technical leadership and guidance to our partner base. You will work closely with our Partner Success, Product, and Engineering teams to conduct deep, end-to-end analytical dives, drive root cause resolution, and lead the triage, prioritization, and communication strategy for complex, systemic technical issues. We firmly believe there are many challenging opportunities in travel technology. If you are excited about helping us solve some of them and care about seeing solutions, we would like to meet you!   WHAT YOU WILL BE DOING:   Strategic Incident Response: Lead the resolution of high-priority partner incidents by orchestrating cross-functional response strategies. Ensure seamless communication between internal teams and external stakeholders while maintaining strict adherence to SLA commitments. Deep Technical Analysis & Troubleshooting:Lead complex investigations and perform advanced root cause analysis of technical issues across multiple integrated platforms, translating findings into sound analytical conclusions and prioritized action items for technical teams. Knowledge Management & Mentorship:Establish and lead the development of internal and external knowledge bases, creating high-level, in-depth technical documentation. Act as a primary mentor and technical resource for Intermediate and Junior team members, coaching them on complex troubleshooting, communication strategies, and technical analysis. Stakeholder Management: Manage and cultivate strategic technical relationships with key partner stakeholders, providing strategic guidance on technical issues within their platforms    YOU ARE SOMEONE WITH:   Advanced Data Querying Skills:Demonstrated experience and highly adept at writing and optimizing complex SQL queries for data analysis and reporting. Familiarity with scripting languages (e.g., Python) for data manipulation is a strong asset. Deep Platform & Industry Knowledge:Comprehensive and high-level knowledge of the Airline architecture including, passenger service systems (PSS) integrations and payment service providers (PSP), deep understanding of the entire Plusgrade platform architecture, including profound understanding of program differentiations and custom solutions on a partner-by-partner basis. Systems Thinking & Debugging: Exceptional ability to grasp new, highly complex technical concepts quickly, trace end-to-end system flows. Communication & Presentation Excellence: Excellent spoken and written communication skills in English, with proven experience delivering professional, high-impact technical presentations to both executive-level internal stakeholders and external partners. Mentorship & Leadership: Demonstrated experience mentoring, coaching, and training junior team members, fostering a culture of technical excellence and continuous learning. Organizational & Ownership Skills: Strong integrity, superior ownership skills, and advanced time management and personal organization skills to strategically manage a heavy and complex assignment load. Experience: 5+ years of relevant experience in a technical support, technical business analyst, or equivalent role, preferably in the SaaS, e-commerce, or travel technology/airline industry. Familiarity with Excel, HTML, and JIRA/Confluence. Experience working with a CRM (e.g., Salesforce).     OUR PROCESS:  Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request we will provide accommodation for applicants with disabilities. If you have a preference regarding the language of your interviews, please inform our Talent Team when they reach out to you.   We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. We may utilize technology-assisted/ artificial intelligence tools to help us screen, assess, and select applicants for this position. This job posting is for an existing vacancy.   All applications will be reviewed from our Talent Team and the successful candidate(s) will go through the following recruitment process: Recruiter Phone Interview   Hiring Manager Interview Take-home Assessment or remote coding exercise (if applicable)   All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.