Location: Barcelona, Spain

Supervisor Title: Manager, Technical Services

About Us:

We are a technology company dedicated to simplifying the travel business through industry-leading technology solutions. Our mission is to empower travel industry services with innovative technology. We provide technology support for Connectivity Services at the CRS and PMS levels, Marketing Services utilizing machine learning and rich data for high-performing marketing campaigns, and a Content platform for collecting, managing, and distributing quality hotel content. Our technology is used globally, serving partners in 197 countries. With offices in Barcelona, Tokyo, and Shanghai, we are a dynamic team headquartered in Dallas, Texas, USA.

What will you do?

As a Technical Service Engineer, you will be responsible for providing professional technical service to both internal and external clients. You will play a crucial role in optimizing technical operation efficiency by bridging the gap between the Business Team and the Engineering Team. Working closely with clients, partners, and the Engineering Team, you will investigate urgent and daily issues, respond to customer requests, and coordinate internal resources to ensure the highest level of customer satisfaction and operational efficiency.

Key Responsibilities:

• Monitor and handle urgent issues within pre-defined SLAs, ensuring timely resolution.
• Analyze technical issues, identify root causes, and collaborate with other teams for effective problem-solving.
• Anticipate customer needs by performing daily tasks to optimize connectivity quality.
• Document operation tools requirements to facilitate communication between the Business Operation team and internal Development teams.
• Communicate technical issues in a clear and understandable manner to non-technical audiences.

What do we need?

• Minimum of 5 years of customer service/support experience, with at least 3 years of technical support experience.
• Preferred experience in IT-related industries, Hospitality, or OTA industry.
• Bachelor´s degree in Information Technology, Computer Science, or relevant field.
• Strong understanding of XML, JSON, and SOAP.
• Experience in Kibana, Grafana, and PQL is a plus.
• Excellent oral and written communication skills in English. Mandarin and Cantonese languages are a bonus.
• Excellent problem-solving skills with a logical approach.
• Ability to work independently and collaborate effectively across diverse teams, regions, and time zones.

Why work with us?

• We offer a competitive salary based on experience, with annual bonuses and referral bonuses.
• Recognition programs to acknowledge your contributions.
• Health benefits to support your well-being.
• Enjoy free coffee to recharge during work.
• Pension plan for your future financial security.
• Take advantage of transport and restaurant tickets for added convenience.
• We offer a flexible work-from-home policy.
• Enjoy a casual work environment where teamwork is key.
• Our office is located in the city center (Diagonal) for easy access.
• Work with passionate experts who will support your development and growth.

Join our team and be part of an exciting journey in revolutionizing the travel industry with innovative technology solutions!