Technical Support Analyst

Let’s build what’s next, together.

We are Spotnana. We’re on a mission to modernize the infrastructure of the $1.6 trillion travel industry to power the perfect trip for travelers everywhere. Our Travel-as-a-Service platform is designed to make every trip better, whether someone is booking for work or leisure travel, building a travel tool, or looking to offer personalized experiences at scale.
We’re not just modernizing tech, we’re rethinking how the industry works. And to get there, we’re bringing together innovative, ambitious, and open-minded people who want to build something that lasts.

At Spotnana, our values and principles guide how we work and grow together:

• Build the future – We are leaders, we are innovators, we are ambitious.

• Commit to excellence – We’re accountable, we are partners, we are agile.

• Stronger together – We lead with respect and integrity, we are inclusive, we are lifelong learners.

Who: You! And the rest of the Customer Experience department & their cross-functional partners

What: An Technical Support Analyst position title and an outstanding Problem-solving & Collaboration skills

When: ASAP! We are looking to hire and onboard a new hire as soon as we find the right person for the job. Exciting work awaits!

Where: Hybrid: Our office hub location of Pune/Mumbai/Bengaluru – you will be required to be in office 1+ days per week in alignment with our office work policy

Why: Join our dynamic team and be a part of a mission-critical project that will propel Spotnana's growth and success! We're seeking versatile engineers with leadership qualities, a passion for problem-solving, and the enthusiasm to take on new challenges as we push the boundaries of technology. At Spotnana, we are an API-first company, leading the charge in innovative solutions.

How (to land the job!): The process typically begins with an introductory call with a member of our Talent Acquisition team, where we'll discuss your background, career aspirations, and what makes Spotnana a great fit for you. Then a live virtual interview with a panel of engineers and hiring managers

The day-to-day:

• Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.

• Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.

• Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed

• Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering

• Translate and distill complex technical analyses into customer-friendly explanations

• Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary

• Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.

• Help to maintain process documentation and help center content as needed

• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Skills & qualities we value:

• High level of English proficiency

• 4+ years of experience in a customer-facing support function.

• Need to have extensive troubleshooting, debugging and investigation skills

• Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.

• Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.

• Ideally have already gained experience with database systems or SQL.

• Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.

• Experience with major Cloud Platforms such as AWS.

• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.

• Must be customer service oriented – empathetic, responsive, patient, and conscientious.

• Excellent interpersonal skills and the ability to build relationships with the team and with customers

• Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred.

Perks & benefits you will love

Spotnana strives to offer fair, industry-competitive, and equitable compensation. Our approach assesses total compensation, including cash, annual performance bonus, company equity, and comprehensive benefits.

We care for the people who make everything possible - our benefits include:

• Comprehensive benefit plans covering medical for self, spouse, children and parents including free doctor consultations; employee assistance program effective on your hire date

• Group accidental coverage for all employees.

• 18 privilege leaves, 12 casual/sick leave days per year in addition to 12 company holidays with an open choice holidays, quarterly recharge/wellness days and an end-of-year company shutdown

• Up to 26 weeks of parental leave

• Monthly cell phone/internet stipend

• Meal allowance

• Wellness/gym reimbursement

• Employee retirement planning such as corporate NPS and EPF

We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.