Senior Technical Support Executive – Flights Vertical

Key Responsibilities

• Provide L1/L2 technical support for all flight-related queries, issues, and escalations raised by agents, business teams, or internal stakeholders.
• Investigate and debug GDS/API/LLM issues with airlines like IndiGo, Go First, Air India, etc.
• Collaborate with product, development, QA, and ops teams to troubleshoot and resolve issues within defined SLAs.
• Proactively monitor flight booking flows, fares, refunds, and cancellation pipelines to identify and mitigate potential disruptions.
• Maintain detailed logs, root cause analysis, and documentation for recurring issues.
• Assist in onboarding and training junior support staff and help build a knowledge base.
• Participate in testing new features and releases to ensure support readiness.
• Communicate updates and resolutions effectively to business teams and agents.
• Contribute to process improvement initiatives by identifying patterns and gaps in support operations.
  

Required Skills & Qualifications

• 5–7 years of technical support experience in the OTA/travel domain, especially in Flights.
• Strong knowledge of flight booking systems, GDSs (like Galileo, Amadeus), airline APIs, and LLMs.
• Familiarity with post-booking flows like schedule change handling, refunds, reissuance, and DGCA rules.
• Hands-on experience with support tools like Jira, Freshdesk, and internal dashboards.
• Excellent debugging and log analysis skills; basic SQL knowledge is a plus.
• A proactive, ownership-driven mindset with attention to detail and a bias for action.
  

Good to Have

• Experience with TravelPort, Mystifly, or direct airline APIs.
• Knowledge of SOAP/REST APIs, Postman, and basic scripting for API tests.
• Experience with monitoring tools (like Kibana, Grafana, or custom internal logs).