Cloud Support Analyst providing high complexity technical assistance and ensuring service stability for Solo Network clients in their cloud environments.
About the role
- Technical Support Specialist in travel tech leading resolutions for partner incidents and conducting complex technical analysis for global customers. Collaborating with internal and external teams to enhance the customer experience.
Responsibilities
- Lead the resolution of high-priority partner incidents by orchestrating cross-functional response strategies.
- Conduct deep technical analysis and troubleshooting of technical issues across integrated platforms.
- Establish and lead the development of internal and external knowledge bases, creating technical documentation.
- Manage and cultivate strategic technical relationships with key partner stakeholders.
Requirements
- 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.
- 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.
- 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.
- Mentorship & Leadership: Demonstrated experience mentoring, coaching, and training junior team members.
- Organizational & Ownership Skills: Strong integrity, superior ownership skills, and advanced time management and personal organization skills.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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