Advanced Tech Specialist IPM - Appcast Enterprise : Job Details

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Advanced Tech Specialist IPM

You have a knack for solving logic puzzles. You are a keen problem-solver who enjoys helping others resolve complex technical issues. You are looking for a meaningful career in a customer-focused team environment, where you get to use your outstanding problem-solving and technical skills to help others. We have what you’re looking for!

The Advanced Tech Specialist IPM is an expert responsible for diagnosing and troubleshooting technical issues for the Vrbo suite of tools and websites and verifying the fixes. You will assist in the resolution of customer questions around booking, configuring, or consuming Vrbo travel-related services. The position provides advanced technical support for multiple software partners and interacts with some of our most important integrated business partners. Internally, the Advanced Tech Specialist IPM helps promote sound support processes and helps train intermediate support teams and other internal stakeholders as needed.

What You'll Do:

• Triage, troubleshoot, and drive resolution for issues that have been escalated from Customer Support.
• Serve our internal integration-focused teams as a global escalation point for complex technical integration-related issues.
• Deliver exceptional support to enterprise property managers and software partners by resolving integration issues.
• Advocate for process and product changes that improve customer experience and innovate toward simplicity.
• Take ownership of customer issues and when appropriate coordinate cross-departmentally to fully solve tech issues.
• Meet appropriate productivity and quality levels.
• Identify and document bugs for our development teams.
• Delight our software partners by catching integration issues before they are reported by proactively monitoring integration performance.

Who You Are:

• Excellent interpersonal, communication and consulting skills with all levels of employees.
• Ability to juggle multiple cases and initiatives simultaneously.
• Ability to work independently and resourcefully as well as part of a team.
• Experience working within a software business preferred. Property management or travel industry experience useful.
• Expertise in troubleshooting software integration and API issues.
• Basic knowledge of XML, HTML, REST API Experience, JSON, and GraphQL is beneficial.
• Experience with basic data analysis tools such as SQL (create/read/update queries), Splunk, Kibana, and advanced Excel functionality.
• Proficiency in Atlassian products (Jira & Confluence) and Salesforce is a plus.
• Consistent track record of delivering great customer satisfaction in complex, rapidly-changing environments.
• Self-directed learner with ability to quickly develop technical subject matter expertise across our APIs, products, and integrations.
• 1 to 2 years’ experience providing high level technical support in a customer facing environment

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Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.