Technical Support Specialist

Skyscanner • Miami, FL

20h

About The Position

About Skyscanner Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻. Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍. Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here) About the role Connecting clients to possibility: You’ll sit at the heart of our Partner Services team, acting as the go-to guide for clients navigating their technical journey with Skyscanner — from first handshake to long-term success. Owning the end-to-end experience: From presales to onboarding to live support, you’ll help ensure every touchpoint feels smooth, supported, and (dare we say it) enjoyable. Bridging worlds: You’ll translate between client needs and internal teams, making sure nothing gets lost in translation and everything keeps moving forward. Championing client voices: You’ll advocate for partners across the business, ensuring their feedback helps shape better products and experiences. Driving operational excellence: You’ll follow established workflows while spotting opportunities to make them even better (because “good enough” isn’t really your thing). Balancing priorities like a pro: You’ll juggle multiple client needs, issues, and projects without dropping the ball — or your sense of humour. Growing your expertise: You’ll continuously build your knowledge across products, services, and tools — becoming a trusted expert clients rely on.

Requirements

• Client-savvy: You’ve worked in relationship or account management (ideally in tech), and know how to build trust that lasts.
• Technically curious: You’re comfortable navigating API documentation and understanding how integrations actually work.
• Hands-on with tools: You’ve used tools like Postman or SoapUI to construct API requests and interpret XML/JSON responses.
• Problem solver: You dig deeper than surface-level fixes — uncovering root causes and tackling issues at scale.
• Clear communicator: You can explain complex topics simply, whether you’re talking to clients or internal teams.
• Organised multitasker: You manage competing priorities without breaking a sweat (or at least not visibly).
• Always learning: You’re curious about the digital landscape, client management best practices, and how to keep getting better at what you do.

Responsibilities

• Resolving technical challenges: You’ll use internal tools and workflows to troubleshoot and debug client issues, turning “uh-oh” moments into “all sorted” ones.
• Collaborating for solutions: You’ll partner with product, engineering, and commercial teams to find the best fixes and improvements for client challenges.
• Running triage like a boss: You’ll manage in-hours support queues, ensuring service level agreements are met and nothing slips through the cracks.
• Maintaining documentation: You’ll keep external docs and internal playbooks fresh, accurate, and actually useful (a rare but beautiful thing).
• Managing expectations: You’ll keep clients informed, reassured, and confident — even when things get a little پیچy behind the scenes.
• Spotting improvement opportunities: You’ll apply continuous improvement thinking (hello Lean & Agile 👋), identifying ways to automate, simplify, and scale.
• Building lasting relationships: You’ll create strong, trust-based partnerships with clients, becoming their reliable go-to for support and guidance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed