Technical Support Specialist
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...