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Technical Support Specialist

1 week, 3 days ago
Malaysia
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Confluence HTML JIRA Python Salesforce SQL
Apply Now
Plusgrade

Plusgrade

Plusgrade specializes in providing innovative ancillary revenue solutions for the global travel industry, enabling airlines and other travel partners to enhance customer experiences while generating additional revenue through its upgrade platform and l...

Consumer Services
251-1K
$156M raised
View All Jobs 5

Description

  • Lead the resolution of high-priority partner incidents by coordinating cross-functional response efforts.
  • Ensure timely communication between internal teams and external stakeholders while meeting SLA commitments.
  • Conduct deep technical investigations and perform advanced root cause analysis across integrated platforms.
  • Translate technical findings into clear conclusions and prioritized action items for technical teams.
  • Develop and maintain internal and external knowledge bases and detailed technical documentation.
  • Mentor and support Intermediate and Junior team members on troubleshooting, communication, and technical analysis.
  • Manage strategic technical relationships with key partner stakeholders and advise them on platform issues.
  • Work closely with Partner Success, Product, and Engineering teams to triage, prioritize, and resolve systemic technical issues.

Requirements

  • 5+ years of relevant experience in technical support, technical business analysis, or a similar role.
  • Experience in SaaS, e-commerce, or travel technology/airline environments is preferred.
  • Strong ability to write and optimize complex SQL queries for analysis and reporting.
  • Familiarity with scripting languages such as Python for data manipulation is a strong asset.
  • Comprehensive knowledge of airline architecture, including PSS integrations and payment service providers (PSPs).
  • Strong understanding of Plusgrade platform architecture, including program differentiations and custom partner solutions.
  • Ability to quickly understand complex technical concepts and trace end-to-end system flows.
  • Excellent spoken and written English communication skills with experience presenting to executive-level stakeholders and external partners.
  • Demonstrated experience mentoring, coaching, and training junior team members.
  • Familiarity with Excel, HTML, JIRA/Confluence, and CRM systems such as Salesforce.

Benefits

  • Flexible Paid Time Off.
  • Travel Experience Perk.
  • Annual Wellness Perk.
  • Commuter Perk.
  • Tenure-based Work From Anywhere program.
  • Parental Leave Top Up.
  • Adventure Pass.
  • Learning Allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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