Senior Technical Support – Flights Vertical

6 days ago

Delhi, Delhi, India tripjack Full time US$ 90,000 - US$ 1,20,000 per year

Key Responsibilities

  1. Provide L1/L2 technical support for all flight-related queries, issues, and escalations raised by agents, business teams, or internal stakeholders.

  2. Investigate and debug GDS/API/LLM issues with airlines like IndiGo, Go First, Air India, etc.

  3. Collaborate with product, development, QA, and ops teams to troubleshoot and resolve issues within defined SLAs.

  4. Proactively monitor flight booking flows, fares, refunds, and cancellation pipelines to identify and mitigate potential disruptions.

  5. Maintain detailed logs, root cause analysis, and documentation for recurring issues.

  6. Assist in onboarding and training junior support staff and help build a knowledge base.

  7. Participate in testing new features and releases to ensure support readiness.

  8. Communicate updates and resolutions effectively to business teams and agents.

  9. Contribute to process improvement initiatives by identifying patterns and gaps in support operations.

Required Skills & Qualifications

  1. 5–7 years of technical support experience in the OTA/travel domain, especially in Flights.

  2. Strong knowledge of flight booking systems, GDSs (like Galileo, Amadeus), airline APIs, and LLMs.

  3. Familiarity with post-booking flows like schedule change handling, refunds, reissuance, and DGCA rules.

  4. Hands-on experience with support tools like Jira, Freshdesk, and internal dashboards.

  5. Excellent debugging and log analysis skills; basic SQL knowledge is a plus.

  6. A proactive, ownership-driven mindset with attention to detail and a bias for action.

Good to Have

  1. Experience with TravelPort, Mystifly, or direct airline APIs.

  2. Knowledge of SOAP/REST APIs, Postman, and basic scripting for API tests.

  3. Experience with monitoring tools (like Kibana, Grafana, or custom internal logs).

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