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About the Role

As a Technical Analyst, you will support Travelfusion's API integrations, conduct technical onboarding for new clients, and perform audits for existing clients to ensure conformity to best practices and API standards. This role combines customer engagement, service management, and technical understanding with expertise in XML structures and APIs, working closely with internal teams and external partners to deliver a world-class integration experience.

Responsibilities

Execute the day-to-day operation of Travelfusion's API Support function, ensuring customers receive timely, high-quality technical support.
Maintain support performance metrics, manage ticket processes, and support escalation procedures and service-level objectives.
Act as a technical point of contact to investigate and resolve incidents and complex customer issues.
Build trusted relationships with customers and strategic partners.
Represent the support function in customer meetings, operational reviews, and incident communications.
Ensure technical issues are communicated clearly and professionally to both technical and non-technical stakeholders.
Identify opportunities to improve support workflows, monitoring capabilities, automation, and self-service tooling.
Drive initiatives that improve customer onboarding, reduce recurring issues, and increase operational efficiency.
Collaborate with Product and Engineering teams to influence platform improvements based on customer feedback and operational insight.
Establish and maintain support documentation, knowledge bases, and operational procedures.
Provide regular reporting on support performance, service trends, risks, and improvement initiatives.
Ensure adherence to internal standards and customer service expectations.
Review the adequacy and efficacy of existing processes and suggest improvements.
Ensure that any relevant updates to the API specifications and technical standards are adhered to.

Requirements

Solid understanding and experience of working with APIs, XML, JSON, RESTful services, and integration architectures.
Ability to engage confidently in technical discussions with customers, developers, and product teams.
Experience of implementing quality controls related to API performance and implementation.
Strong relationship management and communication skills with senior stakeholders.
Ability to balance customer needs with business priorities.
Data-driven approach to service management, KPI definition, and operational best practices.

Skills

APIs
XML
JSON
RESTful services
Integration architectures
Customer engagement
Service management
Technical understanding
Relationship management
Communication skills
Data-driven approach
KPI definition
Operational best practices

Experience Level

2 years experience in travel technology (e.g., NDC, GDS, aggregation) and service management frameworks (e.g., ITIL)

Education Level

Graduate with Computer Science degree

About the Company

Travelfusion's API integrations
Travelfusion's API Support function
integration platform