Technical Support Specialist

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:

We are looking for a full-time Technical Support Specialist to join our Partner Operations Global Care team. You will be the first point of contact for technical and nontechnical issues within the suite of products and services offered at Points.

WHAT YOU WILL BE DOING:

This role reports to the Technical Support Manager. Here’s how you’ll make an impact:

-Performing and communicating detailed investigations into the causes of production issues to determine temporary and permanent solutions to both internal and external stakeholders with an eye on quick/quality resolutions 

-Proactively monitoring transactions for any inconsistencies or potential issues

-Creating and managing alerts & tools to assist with transaction monitoring such as 

-Track and follow up on outstanding issues, keeping stakeholders informed of their status 

-Working closely with internal/external stakeholders from both technical and business teams 

-Troubleshoot code and configuration issues in all managed environments (test and production)

-Provide support to our Delivery Integrations team as they implement new integrations for our Loyalty Program partners on Points platforms

YOU ARE SOMEONE WITH:

-Clear and concise communication skills – particularly articulating technical findings to a non-technical audience

-Attention to detail and strong organization skills 

-Experience debugging and error tracking with data logs

-Familiar with different types of data (CSV, XML, HTML, JSON)

-Experience writing complex queries/scripts for ad-hoc requests (Splunk, SQL, Python)

-Ability to work cross functionally with teams and team members of varying technical background

-Troubleshoot code and configuration issues in all managed environments (test and production).

-Experience in UML diagramming skills (activity diagrams,  sequence diagrams etc.)

-Fearless ability to dive into the details and problem solve with cross functional teams

WHAT YOU’LL LOVE ABOUT US:

🏥 Comprehensive Health Plans 

📅 Flexible Vacation/PTO 

✈️ Travel Experience Credit 

🧘 Annual Wellness Credit 

🥗 Team Events and Monthly Lunches

💻 Home Office/Commuter Credit 

🌅 Work From Anywhere Program 

🍼 Parental Leave Top Up 

🌍 Adventure Pass

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview 

• Hiring Manager Interview

• Take-home Assessment or remote coding exercise (if applicable)

• Team Interview 

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.