Technical Solutions Associate

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 we 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.

Technical Solutions Associate

Travel Partnerships and Media helps partners deliver excellent traveller and B2B experiences, driving growth for them and the EG marketplace through competitive supply, a valued advertising and travel media network, and affiliate solutions.

We are seeking a team member in a supporting role who can apply fundamental infrastructure and platform knowledge to a variety of technical and non-technical projects and tasks. As a Technical Solutions Analyst, you will assist in investigating issues, analysing data, resolving disruptions in both internal and external infrastructure, and contributing to service improvements.

In this role, you will:

• Apply technical expertise in coordination with technical teams to resolve service and system disruptions.

• Recommend interim and long-term solutions to complex problems to ensure successful resolution.

• Develop and maintain support documentation for use by all levels of support personnel.

• Identify simple known patterns (a figure, object, word, or sound) hidden in other distracting material and understand opportunities for improving services and/or products.

• Confirm comprehension and understanding of complex information (e.g., legal, operational risk, and regulatory data) by correctly and answering routine questions.

• Consider and understand the audiences' specific needs and comprehension level to determine the most appropriate message and delivery method, limiting or explaining technical language.

• Report clearly on current work status.

• Coordinate bringing together different stakeholders with varied perspectives to develop solutions to issues and contribute suggestions.

• Think holistically to identify opportunities around policies and processes to increase efficiency across organisational boundaries.

• Assist with a whole system approach to analysing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for.

• Research and analyse complex technical data using statistical methods.

• Identify that there is a need for process improvement and actively seek guidance from their manager on how to achieve this.

• Demonstrate openness and flexibility in adapting their work to new processes to streamline and be more efficient.

• Assist with the development of business area standards and procedures.

• Collaborate with team members to develop and solve problems.

Experience and qualifications:

• 1+ years of experience

• Bachelor's degree or equivalent experience. Technical degree preferred.

• Demonstrates production and/or data analysis work experience.

• Supporting day-to-day operations in technical environments.

• A+ Certification or equivalent

• AWS Foundational

Technical Skills:

• Knowledge of SQL and Excel is essential.

• Querybook, Splunk, Kibana, and Postman

• Understanding of API, XML

• Scrum/Agile methodologies

• Salesforce, Jira, Confluence

• Automation experience, AI

• Experience in working with big datasets.

• Python, C++, and other programming languages (nice to have)

Knowledge:

• Collect information to understand problems and identify their origin.

• Research precedents and known solutions for basic or routine problems.

• Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed.

• Familiarity with working with infrastructure services.

• Ability to configure or operate cloud infrastructure through tools or interfaces.

• Understand lower-level complex systems.

• Broad understanding of observability and operational tools.

• Foundational understanding of software testing principles.

• Familiarise yourself with the basic concepts of one programming or scripting language (e.g. JavaScript or bash).

• Know basic programming control flow and can write a simple function in a given language (e.g., fizzbuzz).

• Basic understanding of how team goals fit a business need.

• Assist with issue or incident investigations by gathering and documenting necessary information.

• Identify, research, test, and escalate bugs to the appropriate team for resolution

• Translate data analysis and findings into accessible visuals to identify chronic issues or product opportunities.

• Understands how to proceed with collecting data on customer and employee satisfaction and supports the data collection and analysis process.